Standard Bank ***** & Claims department 0 customer service offering very little safety and security

My card was cloned and money was ****** out of my Account close to R5000 which left my account with no card authorization, I found out that another R8k was attempting to be taken out but luckily that was caught and didnt leave my account. The ***** department in the time of the incident which has been 3 weeks now, never contacted me once to let me know about the case about if and when I was getting my money back, after 3 weeks calling and being told its still under investigation, I was told its now been moved to claims and I must take it up with them, I was told they would contact me but yet NOTHING happened and eventually on the last call, I got a glimpse of an answer saying the investigation was over and I will not be getting the money back, with no real explanation as to why and I was told a letter would be sent to me about the information of the investigation and yet I still have received nothing, the service from standard bank ***** department and claims was shocking. I have no idea what will happen to the money that was ****** from me and I doubt I will ever see this letter so that I can take this matter further. The safety of your finance is not all that safe and any security your bank should provide is you chasing after them for answers. My family have been with standard bank for years If this matter doesnt get resolved I dont see myself being a client of standard bank any longer