***** Department is worthless. Ruined Christmas

After receiving an sms from Standard Bank identifying a *****ulent transaction on my account and asking me to confirm whether it is or isn't, I respond straight away confirming that the R13 000 charged to my account is *****ulent (I have never charged that much to my account in one go EVER! And never used that store before) they didn't call me back and STILL let the amount go through! What was the point of the sms asking me to confirm if they were just going to ignore my response!?! Absolutely useless. They didn't even pause the payment until they could check with me even though they flagged it as *****. Now I have to put a case forward to see if I can get my money back! In the meantime my account is frozen and its Christmas time…. I now need to go to the bank to get affidavits done and open a case? Please tell me what does the ***** Department do at standard bank?!? I have been a client for over 20 years and after this ******* customer service I will finally listen to my husband to move to FNB.