Standard Bank ***** Division lack of Customer Service

I have two credit cards with Standard Bank that had not been used for a long time. There were small amounts oustanding on both cards that were systematically being paid off by debit order with another bank. On 28 November 2023 I received a call from someone claiming to be Standard Bank ***** division saying there was suspicious activity on my cards. The person, who called himself David Tshabalala, asked if I had made a few online purchases from Elite Mobile. I answered that I hadn't and that those purchases were to be immediately cancelled, my cards to be suspended and new cards were to be issued. He asked me the standard security questions to which I said I am not divulging my credit card details, ID number or Physical Address. He then said he would quote those details along with other random details and all I needed to do was simply say which were the correct details that app**** to me. He knew my credit card numbers, physical address, ID Number and even the outstanding amounts on my credit cards. It is my assumption that this person had inside information from Standard Bank and could possibly either be in the employ of Standard Bank or knows an employee who provided him with this information. I had no reason to doubt that he was from Standard Bank ***** division but I asked my wife to quickly check the number he was calling from on TrueCaller. It came back as "Bank ***** Division". I asked him to confirm that he was in fact from Standard Bank and he quoted me a reference number. He then said that he needed to reverse the transactions and would send me an SMS from Standard Bank to confirm the reversal of three or four transactions on the two credit cards totalling an amount of R15000.00 by selecting "yes" on the sms messages for each transaction. I did so and within a couple of minutes I received sms messages from Standard Bank reflecting purchases that totalled R15000.00. I realised that I had been ****med and he ended the call. I immediately contacted Standard Bank ***** division and gave them the details and let them know I had just been ****med and asked for them to immediately suspend my cards and arrange for replacements. I asked that they investigate this matter. I also opened a case with SAPS regarding this incident. I received a few SMS messages from Standard Bank saying they were investigating the matter and would let me know of the outcome. Then on 10 Dec 2023 I received an email from Standard Bank ***** Division (***) saying the investigation was completed and due to me authorizing the amounts ****med from my credit cards they have decided to only award me a goodwill payment of R4000.00. I rep**** to this email stating my dissatisfaction with the outcome of the investigation and I requested a meeting with a senior official of Standard Bank ***** Division to discuss the matter. A second request was emailed on 21 December 2023 and to date I still have not even received an acknowledgement of receipt of my emails. The total lack of customer service from Standard Bank ***** Division is cause for concern and leads me to consider moving all my business to another bank.