Poor Service....No Accountability

Went into the branch to request a careless withdrawal from my acc,consultant could not assist so called their digital team to assist.Managed to do the withdrawal but their digital team placed a soft hold on my card,without me knowing this.The following day I tried to withdraw cash from the ATM only to have my card swallowed because of the soft hold.Managed to get my replacement card but was charged R160 for no fault of mine,went into the branch to query,was told because I am not domiciled at this branch they cannot debit my branch ,but will have to investigate the ATM......🤦🤦🤦...My question is what is there to investigate when the digital team placed a hold on my card and the ATM retained it .Also told that this is a process to investigate and could not be given any timelines as to how long their investigation is going to take..Surely a telephone call to the BM were my card is held can ,we debit your branch because of a card refund of R160 and client retention...Issue sorted but NO Standard Bank,you're want to investigate and keep me out of pocket for R160.....🤬🤬🤬🤬