Standard Bank ***** Case - Bad Customer Experience!!!

I have been a loyal Standard Bank for over 10yrs, I bank with them and have a bond with the. On the 29th of November I was a victim on an online ****, and an unauthorised payments of R5705.95 was debited from my account that I did not approve. I called Standard Bank on the same day to notify them of the unauthorised debit. The debited amount had a “pending authorization” status and I was told that that I have to wait for the transaction to clear and it will take 3 working days for the amount to be credited back to my account and if not they will dispute with the merchant. On the same day, I decided to block my cards and logged a ***** case with the bank, which Standard Bank advised that I have to open a case for ***** with SAPS too - which I did. On the 8th of December, Standard Bank sent me an investigation outcome letter which said the back was not at fault, that I authorised the transaction using an OTP (which is not true) and as a goodwill gesture the bank will give me 25% of the amount debited but I have to sign an NDA. On the same day (8th Dec.), I rejected the offer as I felt my case was not thoroughly investigated, I wanted a full refund as I did not approve the payment and I requested for the case to be escalated. But even today after 3 weeks, I am still waiting for feedback and satisfactory outcome. When I follow up, I keep on getting the same standard response - “Your case is still under review and we will advise once finalized”. This is a very bad customer service and experience - as longtime loyal customer I am very disappointed.😪😫😫