no feedback on my complaint

my name is Ophelia Coko i have a business account with standard bank . On the 16 August 2022 a huge amount was taken out of my acc for a flightgight amstardam purchase of which i didnt make and i mean at the time of the transaction i was in one of standard banks branches . My first complaint i logged with the ***** department was declined but yet standard bank gave me back the charges for this transaction ,so i logged a complaint at the Complaints department and its been over a month i am still waiting on response from the bank is this how they treat their customers , if this was a R1 it would have been fine but we speaking about thousands of rands