Appalling service from Standard bank ***** department

On the 23rd of December, I got an alert that there's a ********** transaction happening on my account, I immediately responded to the alert that it wasn't me and that the transaction should be declined, I also reported the matter to Standard bank ***** department, I spoke to a lady by the name of Lesego, she informed me that the transaction is still appearing as an outstanding card authorisation transaction and can still be stopped from being deducted from my account, needless to say I stayed on the ***** line for 35minutes. I was promised feedback and to this day no feedback has been given, This morning the transaction went off my account, I then went to Mall of the South branch to follow up and was put on a call, I held the line for 1h and 8minutes before finally hanging up without getting any assistance, I'm appalled at this type of service, they have failed to protect me as their client and allowed the transaction to run through my account even though I had reported it as *****, I further went and got the store details for this transaction. I had also informed the person that was assisting me that I had not lost my card, I had it on my person the entire time and still even after confirming I lost money and standard bank cannot guarantee that I will get it back. I need this to be sorted ASAP