Appalling attitude of branch manager at Mall of the South and loss of R9500

I have experienced the most appalling, disgusting service at Standard Bank Mall of the South. On the 7th of May I received SMS alerts of transactions up to the amount of R9500 deducted from my PureSave account. I called into the ***** call centre and the card was stopped however during the conversation with the ***** call centre I was advised that the transactions where going off from a card that was never ordered or collected by me. I was advised of a 7 working day turn around time from the call centre. On the 9th of March I went into the Mall of the South branch and spoke to the manager at the branch by the name of Germina, she advised that feedback would be provided within 48 hours. From the 9th of May until the 22nd I received no feedback. Today on the 23rd of May, a full 16 days from the initial call, I went back into the Mall of the South branch. I sat waiting for the branch manager for a full 40 minutes while I could clearly see her chatting to the tellers and security guards. When she finally attended to me, she advised that the bank refused to refund my R9500 and she was unable to assist as we were 'investigating the branch', which she concluded based on the questions asked when we logged the ***** case as there was a card issued without my request, knowledge or consent. She arrogantly advised us to take the matter to the ombudsman, bypassing the required complaints process requirement. I advised her that the purpose of the funds being put into the bank is for safe keeping and again she arrogantly advised me that this has nothing to do with her and the branch and to take the matter to the ombudsman. Another consultant at the branch suggested that we log the matter to the complaints department. I personally have 5 accounts with standard bank however it seems that my funds are not safe and secure as one would think and hope. The branch managers disinterest in the loss of R9500 from my account and the banks refusal to refund my money clearly reflects the banks disregard for their customers. One would think that a branch manager would have a little more customer service experience. However there seems to be no concept of fair treatment to me as the customer. Based on my experience i can only conclude that instead of being interested in catching **********, internal & external, as should have been the objective of the investigation, this particular branch is far more interested in protecting the reputation of the financial institution. And they are willing to allow their customers to bear the loss of large sums of money in an effort to protect that reputation.