As a banker for more than 30 years I agree with you, keep a close eye on your account. Always close any cards you don't need or use at least once a year.
Reading this story puts up several red flags for me. No one wants to admit they may be the cause of a loss. I'll give you an example, and I have a ton!
I had a woman call the bank one time, she was a nurse who works nights. She noticed that money was being taken from her account every Sunday night and since that was one of the nights she worked she knew for sure it was not her taking it. Now this woman was not calm, she was yelling and blaming the bank for allowing someone to take her money. It was very hard to get her to listen to my questions and every one I asked was an affront to her. I asked had she shared her PIN with anyone. No, she never gave her PIN to anyone, not her husband, not her children. How dare I ask (her words). I suggested maybe she should speak with them before it went much further at which time she got louder because 'I was accusing her family of stealing money when she knew it was the bank who was stealing it. Was her PIN with her card, could someone at work have gotten access to it. No, was I calling her stupid. I was able to tell her the exact times and the exact instabank machine that was used on every occasion. She demanded I give her her money back immediately. I told her that I would send for photos of the person and I would give those photos to the police, was she willing to have the person who took the money charged? Of course she was, was I trying to trick her? I said no problem, I would put the funds back into her account and order copies of the pictures, make a police report and have the person or persons charged. That would take about 3 days.
Two days later she called back to yell at me some more. DO NOT get pictures, DO NOT call the police. She was not going to tell me why, it was none of my business. I did find out later that her children were the ones who were taking money from moms account when mom was at work. She had shared her PIN with them plenty of times.
My point is, it's not always the clients fault but I would say 95% of the time it is. They opened a spam email (saw this a lot). They shared their passwords with husbands, children, boyfriends, girlfriends. Can't begin to tell you the heartbreak of those stories. They wrote their PIN number on their cards, elderly people have problems with this. Their computer gets hacked, another big one. Reading this story I see lots of glaring holes. Those two people do not want to see they could have had any culpability in this. Its just easier to blame the bank. Who knows, it could be a bank issue but for this one, my money is on the clients.
Just watch your banking. Somebody somewhere wants to take your money.