Bad service from Standard Bank

I had 2 unauthorised debits that went off my account in November that I only picked up in January when I did an audit of my bank statements. I then contacted the SBSA contact center to request assistance in reversing these debits. I was told that I needed to go to a branch as these debits were over 40 days ago. i then went to the Woodstock branch to get this sorted. The consultant there seemed not to know what was happening and she went to speak to her manager and the instructed her to log a ticket and i received a ref# and was told by the lady that if the matter is not sorted by the 20.01.2018 i should contact them to get a progress report. i then called the contact centre again on the 29th as requested to find out what was happening as there was no movement in my inquiry. The agent I spoke to was Lauren who advised me that there was no feedback on the system i must check tomorrow and if still no feedback the matter will be escalated. I was not happy with the response as there were 7 days that had passed for her to be telling me there was no feedback. i then requested to speak to a supervisor, after 10 minutes of holding on the line a person named Caswell tok over and told me that my query was logged incorrectly therefore nothing was done. i could not understand because i spoke to a consultant who gave me a reference number, if the query was logged incorrectly what was the ref# for, why did Lauren tell me to call back the next day if there would have been no feedback, I find SBSA a disgrace in the banking sector, I previously banked with FNB, their service is world class compared to this junk called Standard bank. everyone I speak to has a negative story to tell about SBSA. I have decided to close my account with them and move back to FNB