I need my R20200 back

I went out of the country on the 3rd November and came back on the 6th. A sim swarp was performed on the 3rd and my standard bank account was accessed without my knowledge and an amount of R20200 was ****** via cash sent. I called the ***** department and I was given ***. I never got a call from anyone until now I got an email stating that standard bank can't refund me as I was previously registered for online banking.

The day I registered for online was when I needed to send my son some cash and I was forced to register for online banking. I don't remember when was the last time I used it because I forgot my login credentials.

If you tell me that I was previously registered this suggests that this transactions were done online my question is how were my credentials reset as I had my card on me n how/where did they get my ID number?

I don't even know how to send cash send, I have never sent it before. What does my back do when they see a unusual transaction on their customers accounts?.

Please re-look at this matter.