Poor Service on existing ***** Case

The service from Standard Bank has been on a rapid decline in the past few months. I reported a lost card on the 6th of May to which Standard Bank failed to cancel the card only to find that my card was still being used 2 days later (08 May 2022) using the tap feature on my card. Standard bank had also ordered a new card to be delivered which they had already activated with a pin code before it was even delivered to me. I noticed these ********** transactions on my account a few days later (12 May 2022) on my statement as I had not received any sms’s as and when these ********** transactions had taken place despite having the “Myupdates” feature enabled on my account. My new card arrived later the same day to which had to be cancelled because of these ********** transactions. Thus, taking my time without a bank card to two weeks. I opened a ***** case on the 12th of May and received an sms the following day (13th May 2022) to say that the case had been resolved and the refund would be paid to me within 48 hours at the time of writing this (25 May 2022) there has been no refund paid. I have been trying to reach Standard Bank through various channels to no avail. I have spent hours on the phone without even getting through to a consultant. I have emailed their ***** query email to follow up 4 times with no reply. It’s definitely a worrying sign when your bank can’t get back to clients because they are up to their necks in ***** cases..