Standard bank Credit card

I have been banking with Standard bank for many years, I've never experienced such a bad service. I went to my Standard bank branch at Sam Ntuli Katlehong to report the matter that took place with my Credit card on the 14/02/25 when I get to the branch, I requested a bank statement as I was advised by the Standard bank ***** department to go and open a ***** case at SAPS within 24-48 working hours. I went to the SAPS to open the case; they wanted the statement that reflects the transactions however a bank consulted advise me that there is no bank statement at the moment I must come back tomorrow on the 15/02/25 still no luck getting assistance from my bank, they advise me to come back again, I went On Monday the 17/02/25 still there said the statement is not available I must come back again. I went again on the 19?02/25 Luckly I got someone different, He just gave me the statement, when I checked the transactions were showing on the 15/02/25 then I asked him why I was not given the statement all along he was surprised as well, he just said it was available from the 15/02/25. Kindly note now the 48 hours has passed for the ***** desk to open the case for me, how will I repay the money as am a pensioner. Now not sure what to do because the 48 hours has passed.