Instant Money

So we made an instant money payment on Saturday to some ******* claiming to sell tickets. Firstly the payment went through twice because we were timed out on the app and a new OTP was sent! Secondly the money was withdrawn within seconds, how is this possible when we've NEVER sent the receiver the PIN?? After visits and calls we've gotten nowhere! Surely Standard Bank should refund at least one of the payments as it did go through twice! It is a bank/app error. I am sure you can pull out error logs from the app side and see that that the payment was unsuccessful and timed out! After visits to the bank we very much feel that as a bank you are protecting ******** and their identity! Should we trust Standard bank with our business and personal accounts as prestige account holders??? If there is no resolution to this, we will be moving on to a better bank.