Something similar happened to my wife about a year ago. Make sure you get a copy of the police report. Our local PD said it happens so often they don't even waste time on a formal report. I had to stick to my guns and left with a formal report. Good thing, that report hurried the fraud investigation by the bank. Fraudulent charges were reversed and all monies were credited back to our account within 30 days.
THIS is what me, and I think, FD, were getting at above. It is not always in the banks' best interests to solve problems like this in the customer's favor.
If the customer just wants to mention it to the bank, and not seem interested enough to file a police report, and maybe and regretably have to MAKE SURE there IS a report that can be documented later, that gives the bank an Out, or at least an excuse to drag its feet.
Something like this happened while my father was going thru his extended dying process a few yrs back. He was out of his home and in the hospital, I was still working but checking in every day, a local crackhead checked in when I was not and stole shit. The money loss meant little to me, but it was a slap in the face of my dying father, who urged me to seek a solution from his insurance co. Without a routine, but documentable, police report, I would have gotten NOwhere with the Ins. Co.