Bad customer service

My husband has a savings account with Standard bank for a while. He r only swipes and withdraw money.

He did internet banking maybe once or twice. He has no scheduled payments against his account. And no sms was sent with a pin to authorize any scheduled payments. Yet a whole R293 was paid to Wesbank, with not even a reference number known to us.

He went to the N1 City branch to get it reverse, but was told they cant and he should speak to the manager, whom wasnt available.

So anybody can do an unauthorized schedule payment in a standard bank account???

We need answers and our money back into his account please