********** Transaction, zero help!

My card was **********ly used in Steins Tokai, I immediately phoned Standard Bank to stop or reverse the transaction and the consultant acknowledged that there was a ********** use of my bank card after going through all the transaction history. Standard bank consultation promised to send a dispute form within a few minutes, which they never did. I phoned Standard Bank again the following day (02 June 2018) and this time I was helped by a more competent consultant who went through all my transactions and confirmed that it was a dual authorization reflecting on my account as TRANSACTION REVESAL and said it can be reversed since they identified the error. I sent the bank my despute forms and my Standard Bank: Service request no. ********** 749. I was shocked today receiving an email after I had followed up on the progress, informing me that they can't reverse this transaction as it was a card transaction. I have tried everything with the help from TFG stores to rectify this and it is really sad that Standard Bank do not have any form of protection or assistance to their clients. It's not even a year since I joined Standard bank from FNB, terrible decision! I need to migrate back as this might happen again and again.