Pathetic service

Hi I've made a dispute at hatfield Standard bank because microsoft debited me twice for the same product ,i was told that my reversal isn't guaranteed ,no one provided me with feedback or a reference number .This is scary and inconsiderate to think these are the people who hold my money .What is your purpose as a bank?

Standard bank always has an excuse for they poor service .Its the only bank that has disappointed me so much, lately i feel like standard bank is unsafe too ..what if someone falsely debited my account ,will i have to wait up until the 29th of December for an answer like they said.

If my money cant be protected by this bank then it shouldn't be with them. From sending a cash send which does not work ,to not being able to use my debit card month end for swipes etc as they are always offline and putting me in embarrassing situations . I've come to the conclusion that I want to move banks as soon as my dispute is sorted out . Please advise on the necessary steps in doing so . Regards Yusuf