Is Banking with Std Bank done at money owners' OWNrisk?

I reported another ***** case of money which was taken from my credit card without the request of my OTP (as is normally the case when I buy online). A *****ster took money from my credit card to pay Skype Luxem. Standard Bank authorized the ****. I reported the case on the 2nd of July. I was given a case number as well as a reference number and was promised that the Std Bank ***** dept would CALL, INVESTIGATE and that the money would be paid back to my credit card. THEY NEVER DID ANY OF THE ABOVE. 1.No Call 2. Am not sure about "Investigation" 3. My money has not been paid back. I tried to call them and I am made to wait for more that 15 minutes. My question is: Why is the ***** Department so lenient with access to our accounts whereas we are required to send an OTP Authorizing the payment of R30 electricity by other banks? Why is the Std Bank ***** Department so relaxed in dealing with ****** money from their bank? IS IT BANKING WITH STANDARD BANK DONE AT ONE'S OWN RISK??