On line theft

The high of the holiday turned into a huge low today. My husband tried to access his account on line to find it had been suspended. He telephoned the bank to learn that his account has been hacked and the virtual thieves have helped themselves to over £1100. The bank says we will get the money back but have to go through the process, telephone and Internet banking suspended, go into the branch etc etc. I find it annoying on so many levels; the bank didn't telephone us as they don't have our telephone numbers.  How very odd, where do they get our number from when they call you for a quick telephone survey ? Also they allowed two large debits to go through when there was insufficient funds ? Yet we have had card payments embarrassingly declined for paltry amounts when funds have been available but the bank explains this as security checks when you query it. Over the last few years we have had a few experiences of fraud with this particular bank, but we have applied today for an account elsewhere. We don't live that far from Howard at Sheldon branch, we may have to go in and give him a telling off.