Standard Bank ***** department of no help

On Friday R1900 was taken from my account I called the ***** department and was advised they are aware of these MAC AND THINS debits and they not logging ***** cases it will be reversed. The merchant was clothing choice. This morning I called I was told it was a Shein purchase for September that is being deducted now. I advised everything I ever bought on Shein was deducted this is not my purchase. ***** department would not log a case I had to call transactional banking log a dispute number ***. The lady was not very friendly and said it will be investigated and no garentee I'll get my money. Why is the bank not supporting me, why does it feel like they take the merchants word over mine. How can they tell me purchase from sep is coming off now? I am saying I did not make this purchase. I want this reversed I want the money back in my account. This is theft. I have been a standard bank customer for more than 30 yrs but after this I don't know if I should stay at a bnk that does not put me first. There was no communication, no sms they new this was happening