***** Investigation letters

Nov 2024, I went to Standard Bank in Knysna because my business cheque card had expired. They informed me that the new card would take approximately 5 to 7 working days to arrive. After about two weeks, I returned to the Standard Bank branch in Knysna to check on the status of my new card. A lady at the bank informed me that they had tried to call me (although I never received any phone call) and that I had not answered. She then instructed me to reapply for a new card, which I did. About four days later, I received a phone call from Standard Bank’s card division (the name appeared on True caller). My wife, who manages the business account, answered the call. After inquiring about the status of the new card, she was ****med, and our business lost R49,000.00. We reported the incident directly to Standard Bank. We were aware that, because my wife made the transfer as requested, she should have been more cautious. However, it took Standard Bank three months to respond, whilst receiving automated messages stating, "We are working on it." Today, we sent them an email, and a Standard Bank employee claimed that he had contacted us on December 4, 2024. This is a lie because, when I asked him for proof, he was unable to provide any. My concerns do not end there. He provided, which looks like a standard format report on these ****s which states the bank is not responsible for the loss and that only about R128 would be refunded to our account. This we did expect. I then requested a full investigation report detailing what Standard Bank has done from the day we reported the ***** up until today. Additionally, I demanded that a senior representative contact me or CEO because I cannot deal with employees who merely follow instructions without thinking critically. However, his only response was, "I will send you the letter.". The more I insisted a full detailed report, the more he repeated the same response. My concern is this: If they refuse to provide a full detailed report or ignore my requests to speak to a senior investigator, how can I be certain that Standard Bank’s ***** department or even employees at the Knysna branch are not involved in the ****? Because there is no face-to-face contact how can I be certain that the person I am talking to works for std bank?? Because I was speaking to a faceless person from “Std bank card division” when I was ****med. To make matters even worse, I enquired about some *****ulent transactions on 28 January 2025 and on February 16, 2025, the former was picked up on as strange transaction appearing on our bank statements, and then I received another call from the ***** department informing me that someone had attempted to a transaction with the new cheque card issued this was probably because the new card was flagged by my e-mail on 28/01/2025 and I must again apply for a new card. My concern is not to get the money back that was ****med in Nov 2024 (I understand the reasons) BUT I have seen many reviews on people being ****med for which STD bank just replies, with the same seemingly standard investigation letter stating that the bank is not responsible to return the fees but here is my concern, I gave them the telephone number that called me, True caller identified that the call was from “Standard bank Card division” I took a photo of the call with another phone and they knew to which banks the funds were transferred “Capitec” and “Nedbank”, yet they are not able to provide detail on how this matter was investigated. I believe there are thousands of people ****med this way BUT HOW ACCURATE are THESE INCIDENTS INVESTIGATED????? it must amount to millions of rands lost in SA revenue by innocent hard-working people. Surely the banks and SAPS can do more than just instruct a junior investigator to respond with a standardized letter to customers such as us. I guess the 2nd ***** attempted and the 3rd ***** attempt (on the new cheque card issued) will again be answered with a "standard letter" because nobody is even interested if the three ****s are related???? and there is no senior person we can talk to about this matter!!!