Standard bank has no standards at all!!!

My husband banks with Standard bank something I would never do... they debited his account with almost r5000 without his permission when he went to the bank in Vikings/Epping industrial no one could assist him and put him on the phone with their agents at their contact centre he was promised that the account was paid up and will send him a letter to confirm the credit card has been paid up and closed which never happened of course 3 months went by and we are still waiting.. I have been emailing them every week for the past two months and got no feedback whatsoever when they feel like responding they would advise you its been sent to another dept....as long as they have your money they don't give a damn. and I promise this is not the first time we have problems with Standard bank they are the most disgusting bank ever!!!! no customer service at all! luckily I managed to talk my husband into changing his bank. I am sure his not the only one with this problem. how is it that a flippin bank cannot trace a payment THEY took from you SERIOUSLY and don't even have the decency to contact you with any explanation.