Standard Bank - ***** Department as useless as all other departments.

I have a current ***** case pending for 7 days now, after speaking to numerous agents this last week i have heard so many different time frames and not one has been remotely true. I reported the ********** activity at 01:30 am on the 11th of Feb as someone was going to town with my debit card in the USA. Your system seemed to have picked it up after the 2nd transaction and those were the 2 transactions in question which I have been discussing with your agents over the past 7 days. The 1st one went through and according to all of your staff the 2nd one was declined but still came off my account and they are both on my statement as debited. (I dont know why the other few transactions that also declined aren't on my statement but nevermind). When i reported the issue I was told by the time i woke up the declined transaction would have returned to my account, this obviously didn't happen. When i queried it I was told it can take up to 48hrs, once again that never happened. I was then told that it can take up to 5-6 days. It has now been a week and while receiving a couple sms's reminding me of my reference number and stating I would be contacted in the following 2 days (which I never was) I decided to call again this morning to see why it hadn't been returned and why no one has contacted me about the status of the "6 day investigation".

After the agent this morning confirmed to me that it was not on my statement and then checking again to see it was which I obviously knew hence the call, then said it could take a couple more days??? I then asked to speak to a manager or supervisor but apparently there wasn't one but one would call me in the next 30 min when they were in. This obviously never happened. I again had to call in and have now spoken to someone who I think was a manager who after reviewing my notes for about 20 minutes came back to me with a transaction that wasn't even part of the investigation. Eventually after she found them and called me back she has now advised me that it could take up to 21 days!!! Why was I not just told this from the start and why has nobody contacted me. It really sounds like they are just making this up each time I call the department and how am I meant to believe this new 21 day story?

The best part is I keep being told I must just wait until they disappear off my account? I dont know if I am meant to perform this magic trick or if it will be done on your side? The scary thing is I have a feeling even if these are reversed I wont receive the money as something similar to this happened to me a few years ago and I was told it was just an error with your statements or something to that affect.

All this comes after I was in the UK about 3 weeks ago and my card was blocked for booking a hotel after I had already notified the bank I was in going to the UK during the time period as well as doing it on the app. This cost me over 100 pounds (almost R2000) in multiple international phone calls to get it unblocked and 3 days without a card to use!

I am used to this pathetic service from Std Bank but I thought your ***** department would take this a bit more seriously and being a Prestige customer makes zero difference to your service.

PS your toll free number where it is meant to pick up the number you are calling from for your account reference doesn't work either. Even after manually in-putting every number possibly associated with your account it just says it doesn't recognise it.