Shocking service

I had a case of Identity theft on my account. Was notified by the SAPS around the case and notified the bank that I wanted to close my account. Was told this is only possible by a prestige banker. Left multiple messages in this regard and removed my overdraft off the account. A 20K stop order goes on the account and now the bank will not reverse the charge. The Prestige banker has never returned any of my calls. Been banking with Standard bank for 40 years and this is the way you treat your clients. Really shocking service!!