Frustration by Standard bank ***** department

This is my beloved bank, which has failed me badly by not requiring an OTP - an authorisation for online purchasing from the ****mer who used my card whilst I was sleeping. The case was reported, and the bank promised that the ***** department would give me a CALL within 7 days. The whole week has elapsed without a call. Now, I can't perform online transactions as even my "NEW CARD" is blocked for online transactions - for MY USE. Who is Std Bank for? For its clients or for *****sters?? I've made several calls to the answering machine, which takes half a day to hold before it finally drops my call. Even a trip to has let me to the same Cul-de-sac.