Unauthorized transaction, unhelpful staff member

Such bad service received from Lauren Marais from the standard bank ***** department. Having identified a *****ulent transaction on my husband's account which I have signing powers on, I phoned the *****ulent department to stop and investigate the transaction. However the staff member told me she can't assist me as the note on the system is not clear that I sign on the account. I therefore had to get my husband to make a 40 minute call from his cellphone (***) so that this incident can be logged. This note only impacted his work but caused him to have to purchase airtime. Im note at all impressed by standard bank that encourages customers to use online banking service however due to lack of staff knowledge and skill, they are not able to assist customers making use of these platforms and instead refer you back to the branch. The level of service has definitely dropped and decreased my confidence levels in a bank whose ***** department, that I supposed to assist in preventing unauthorized transactions on accounts could not even assist.