NEGATIFE RESPONSE FROM BANK / ***** UNIT

I was at standardbank mosselbay outside the bank drawing money on the 10/04/2015. My card was stuck in the machine. A standarbank employee was there and i told her my card was stuck. She said go into the bank and report it. After canceling the transaction i went into the bank and stand in the row. while standing there i went into my standarbank app on my phone to see that there was just made an withdrawal of R1000. All i could think of was to transfer my money to another account and then i phoned to stop the card. In the same time i went to consultant and i was told that i had to file a ***** complaint. Which i did inside the bank.. They gave me a number of the ***** unit to phone in 6 working days... after 6 working days i phoned in just to hear that the case was never opened. they phoned back to say case was found and they will let me know on tuesday which never happened this morning i phoned them just to hear the case was declined because i didnt stop the card before the money was ******.. now what. does it make any sense i couldnt have done it faster. i went to the brach manager who was very helpful and she phoned in to hear that i must wait 72hours for review of the case. ***