negligence against the bank

Standard Banks consultant misled us on a two-to-sign agreement by not understanding how it works which later led to the loss of large amounts of money. Now, they refuse to accept the negligence of their representative. We even have recordings of the consultant giving assurance that the money is safe and after the *****, there is another recording she admits to not having understood how that account works. The escalations department is very dismissive in doing thorough investigations. Highly disappointed last option is to publish the story with recordings on social media.