***** not refunded or investigated

I had ***** on my account on the 24th of February 2022, the transactions were done with a old cheque card that had to be closed by Standard Bank because I received a new good card. That card was never closed and I no longer have it in my possession because it was replaced with a good card so how ***** happened on a card that was not used it quite disturbing because some how someone obtained the information of the card from the bank. I was told I need to wait 14 days for the ***** investigation officer to call me. Today it is officially 14 days and I received no call. I tried to call Standard Bank ***** and waited on the line for 30 minutes for the consultant to ask me if I waited my 14 days because why am I following up, I can only call them after they have not rep**** after 14 days...can you believe this! So then they told me I need to call a different number after the ***** was logged to follow up. I called this number and waited 1 hour with no response. As of today I have still not received a refund, the R1 transaction was refunded buy not the bigger transactions? Now how is this possible, 1 ***** transaction was refunded but not the other amounts? Are people just lazy or is nobody checking if they are doing the work. Why do I have to wait for Standard Bank? Why am I told like a child wait 14 days before you follow up with us? When will the refund take place? Are you busy with the *****? Why do I have to make peace with the fact I need to wait 1 and half hours before you answer your phone it's ridiculous.