Disgusting and annoyed

So here we are, someone caused ***** on my account, called the lost card division to cancel the card and while on the phone cancelling my card, the lady advises she can see the withdrawals happening (proof no one). So trying to claim this back, wow what a issue. firstly we told it will take 48 hours, no one returns our calls. we give them 6 days still no one returns our calls, then upon calling them they tell us, no they want proof that we called them (via itemized billing) from our cellphone company proving we called them to cancel the card within a certain time frame. so firstly no one has ever said that a time frame has anything to do with cancelling a card, as everyone knows you first try and get the card from the machine, then walk back to your call to call the call centre to cancel the card. this can take up to 10-15 minutes. Secondly, Standard Bank you have a toll free number, which does not show on itemised billing as its a TOLL FREE NO. i have been a client with you for more than 24 years and you telling me you can not refund me a R5000.00 ***** charge. Lously and very disappointed in Standard bank