********** Transactions | Standard Bank takes no responsibility

November last year we experienced internet banking ***** from our Standard Bank account where we lost R39k as Standard Bank would take no responsibility. On the 31/08/17 we receive a letter from Merchant Services requesting us to send a copy of an alleged transaction slip from 21/07 for an amount of R8694.80 by 03/08/17 (date 3 weeks prior to this letter). We comp**** and sent the copy of the transaction slip. We were then informed that they want a card imprint. When reviewing the transaction on our surveillance footage, we noted that the customer punched in his pin number for this transaction and the card was flat i.e. no card imprint could be obtained. We rep**** the email with this information and heard nothing back until yesterday, whereby we were informed that our account will be debited for the ********** amount as we have failed to comply with their requests. In the interim I have spoken to Merchant Services as well as the Bank Manager at our local bank regarding training for our staff regarding what to look for in cases of *****. I had to call back at least 3 times and complain on the Facebook page to receive a response finally yesterday. We no longer have faith that our money, which we have banked at Standard Bank for over 30 years, is safe and Standard Bank does not have our best interests at all. We have had no option but to start looking for a Bank that will actually value us as clients.