Poor service from Standard Bank ***** Department

I am seriously not the one to complain, but my experience with standard banks ***** department has been absolutely terrible. I had opened a case a week ago because someone had hacked into my internet banking. I was asked to send an affidavit to ********** and they would get back to me the following Monday on what is happening with my case and how long it would take to be resolved. Monday I had received no response from the bank at all so I decided to give them a call myself. I spent over an hour waiting for someone to actually speak to me but still nothing, so frustrated I dropped the call. I sent an email as well and still received no response whatsoever. I requested on standard banks website for them to give me a call back. When they did call me back I tried getting information of my case, but consistently I was being passed onto a different person. Eventually one person tells me that my case was passed onto the online ***** division and they are only contactable via email. So I explained that I had indeed sent them an email asking about my case and they had not responded. so she just told me to wait and see what happens. I just want to find out what is happening at standard bank that they cant just tell me what is happening with my case as they had promised to inform me on the Monday yet I am still waiting for a response from anyone