Pathetic Customer service and communication

After ********** activity on my husband's credit card, We followed all the necessary procedures, including opening a case at SAPS and communicating to the bank.

My husband has phoned repeatedly, just to be told that someone will call him back, he spoke to a lady that said the money taken, should be reimbursed as there are insurance for that type of thing, she also said that she will escalate and he will be called back before end of day - This was three weeks ago. He phones everyday, no-one can give him any answers, we took out a loan to caver the ***** costs. Standard bank's customer service are pathetic, we are very disappointed