********** activity allowed to continue in spite of ***** case being opened

On 30 April, I noticed a ********** transaction take place on my credit card account. I immediately called the Standard Bank call centre, and the person I spoke to suspected that my card had been cloned. They then blocked my card, ordered a new one and informed me that I would receive feedback on the ***** investigation within 24-48 hours, which never happened. On 5 May, I received my new card and was able to log on to my online banking profile again. I then noticed that there were 3 more ********** transactions that had taken place on 30 April, and had cleared on 4/5 May and hence showed up on my statement. I again called the call centre immediately and spoke to someone who asked me to hold. After holding the line for more than 30 minutes it became clear they weren't returning. I then called the Standard Bank ***** line again and waited 2 hours to speak to a consultant. They then informed me that they would add the 3 additional ********** transactions to my ***** case and I would receive feedback within 24/48 hours, which never happened (again). On 9 May, I noticed a new ********** transaction show up on my credit card account and I again called the call centre immediately. To my surprise, the consultant said that this new transaction had been done with my new card (which I have not used anywhere, neither in shops nor online). The consultant then blocked my new card, ordered another one and created a new ***** case and again told me to wait 24-48 hours for feedback.

At this point, I feel like the matter is not being treated with the urgency it deserves. It is quite distressing that funds are still being ****** from my account in spite of me having opened the initial ***** case. So far I've received no explanation as to how this has happened with two different cards, nor have I received any assurances that my information and accounts will be secured and the ****** funds returned to me. At this point I feel like I am unable to trust Standard Bank to keep my information and my money secure. I kindly request that this matter is escalated and handled with the urgency that it deserves.