Lost travel wallet and emergency cash advance

I was happy with the service from Standard Bank for a Travel Wallet. Unfortunately in Italy I had been pick pocketed of my travel wallet on 11/06, 3 days before I was leaving. I then called Lost Card department to have my card stopped and an emergency cash advance done by Travel Wallet department as I had no cash whatsoever - quite a crisis in a foreign land. I was told that MasterCard would contact me within 24 hours for a cash advance. So I waited and heard nothing from anyone. I called the Travel wallet department again 48 hours later to hear what was happening with my cash advance only to be turned away from the agent saying that I called the wrong number - the number indicated to call when outside of South Africa. I called again on Sunday morning to have the cash advance stopped as it was no longer necessary as I would be in SA the next evening. Zinthele said he would call me as soon as he could get a hold of MasterCard - worrying as they are a global brand with 24hour support. I am STILL WAITING for any kind of response and my money! Extremely disgusted with the service I have received! I do not even want to call the bank as it is clearly a waste of time!!! RESOLVE THIS ASAP