Fed up with Standard Bank

Good day, I would like to lodge a complain regarding a transaction that left us without food or money on Friday night the 20/07/18. We went to purchase food and wanted to make a cash withdrawal the money went off our account but at Shoprite it showed declined there was nothing they could do they said the money must be reversed by Standard Bank. So up to today no money has been reversed. I phoned Standard Bank yesterday the lady I spoke to said the merchant must refund me becoz the money went off our account. So I left it this morning however I received a call from the merchant asking if our money has been reversed I said no. I phoned Standard Bank again this morning I was put threw to the Authorisation department I think then the lady wanted to tell me I'm not allowed to query this transaction as it's my husband's account I explained to her that I have signing powers and that I have queried stuff before, she said sorry I'm only allowed to use the signing powers inside the branch again I explained to her that this can't be how do I get it right other times she said please hold the line let me check she came back and checked the system and helped me when she saw I have signing powers, she didn't apologize for not knowing her stuff and keeping on telling me she can't assist me. She then told me that it was a technical error from Standard Bank and she apologized and said the money will be refunded within 5days. Now how come not one of ur people was on the same wave length if that's how I can explain it both had different stories. Now we have to wait for 5days to get our own money back. Very dissapointed!!!