Dissatisfactory with Standard Bank Service

On the 4th of November I communicated to my bank that when I was purchasing goods at Arkermans in Phillipi my card declined twice even though there was money. The bank notifications on my phone showed that when my card declined the first time around the money was reversed back. However the second time the card declined the money was not reversed back. And then when I arrived home I contacted Standard Bank and the service request was done on my behalf which was due on the 20th of November. Time went by it even exceeded the due date of the service request and I was only informed later that it is still in progress. I waited yet another week and received an SMS that says my service request has been resolved and I will be contacted with the details. Its now the 28th of November and I was alarmed when I received an SMS that a new service request has been opened which is due on the 14th of December. My main concern is I was not communicated of what happened to the first service request because it was said it is resolved but yet there is not money in my account. I am really dissatisfied with standard banks process of assisting customers. I believe from the 4th of November up the 28th of November is a long time to wait for ones money to be in ones account. Worse of all when I call I am not given adequate assistance because I feel like they are not attending the matter as quickly as they should and I am running out of patience.