Incorrect payment done

I have reported a payment error to std bank which an incorrect account number was issued for a withdrawal from skrill but now std bank Woodmead says they cannot assist me as its not their problem that the money wasnt withdrawn from their account/company. I asked the lady to advise if the incorrect account number belongs to std bank or not and she said she cannot provide such information, i wasnt even asking for the account holders information or name or anything of that sort, just to know which bank it belongs to. This is really heartbreaking that i cannot be assisted by std bank woodmead. Can i get someone from the head office or executive escalations to contact me urgently and assist with getting this issue escalated and resolved please.