Pathetic Customer Service

I was a victim of ***** when someone hacked into my Microsoft account and purchased an item using my card details. Immediately after receiving an SMS stating funds have left my account I contacted Standard Bank to report the event. I was told my card has to be stopped so it cannot take place again and a new card must be issued which will be ready within 5 - 7 working days. I was also told that I would be contacted within 48 hours regarding the progress of the case. The next day I was sent an SMS stating that it will take an additional 5 days. Today is a total of 2 weeks/10 working days without any response from Standard Bank. I then phoned in to enquire about my card as well as the case and was told that my card is with the courier company but they were not aware where to send it to, I don't understand how one can collect an item without knowing where it goes. I was then transferred to the ***** department. After waiting a very long time, Pretty answered and told me that my case has not been worked on at all and that Standard Bank has to get in contact with Microsoft regarding the funds. Nothing has been done and if I hadn't phoned in, nothing else probably would have been done either. Pretty then told me that a form must be completed and that she would send it to me. I have not received anything. Standard Bank never sent me an OTP confirming the purchase. This would not have happened if an OTP was requested. I am also treated as if I "made the purchase without realising". I have been a long standing client of Standard Bank and am honestly disgusted with the way this is being handled. I need my money back that was ****** due to the lack of security on Standard Bank's side and my bank card delivered ASAP.