Dispute SR***

On the 26 June 2018 I saw an amount of R500 debited in my cheque account. I went to my Standard Bank branch at Lyttelton Centurion branch to report this transactions. The transaction went through my account on the 23 July 2018 . I was told the matter would take 40 days to investigate and given case No: SR ********** 316 I follwed this up by email "chargebacks.disputessbsa@standardbank,co,za which was acknowledged as received and pending investigation. On the 2 July 2018 a person in the name of Preyalan Chetty responded acknowledging receipt of my dispute on the 26 June 2018. What struck me in that email he/she referred to a transaction I never quoted even mentioned in my email nor appears in my bank statement. "Tran date 2018/06/05 Merchant Name C*Exelsior MOTNB8172 Amount R500. This showed me that this person does not care. I rep**** to her on the same date to explain my dissatisfaction. I referred the matter to another person called Danny Ndlovu on the 4 July 2018 whom I did not receive any direction. On the 11 July 2018 the same Preyalan emailed me requesting my contact details which I provided and I never received any call or sms coming from contact details. On the 30 July 2018 Preyalan wrote me an email lying that he/she apologies that she has been trying to contact with no luck. She told me that the rules are set by Standard Bank Master Card that transactions routed through chip and pin them as Standard Bank have no authority over them. What I want to know who is Standard Bnak and who is Master Card. To me Standard Bank is responsible to protect my money in my account and give all the information pertaining there to not throw me from piller to post. All I wanted from Standard bank is the voucher used to debit my account on the 23 June 2018. Standard Bank must have that courtesy of responding to clients irrespective of status or race.