Standard bank incompetence

I would have liked to rate no star but that option is not opening to write a review. So hence 1 star just to be able to write otherwise I’m rating them -100. I was hacked on 20-21 Nov 2021. They blocked my phone so I did not receive any notifications of what was transpiring. I became aware that something was wrong when I tried to make a purchase with my Capitec card and had insufficient funds. I called Capitec and they confirmed I had no funds and multiple transactions were made until there was R18.00 I knew I didn’t make such purchases so I realised then I was hacked. Immediately I called my main bank (standard bank) and told them what happened and I would like them to freeze my accounts. The consultant I spoke to told me that no transactions or purchases have been made and told me my accounts are now closed. On the 22Nov I went to a standard bank branch and was told that R128 000+ Was taken out of my 3 accounts after which they opened a ***** case and gave me a ***** nr saying they will investigate. There was zero updates or communication from standard bank until I received an sms on the 1st if Dec 2021 saying my case had been resolved. I called the ***** dept and was on hold for 2+hours I got through to an agent who informed me that they have no record of my case nr or any ***** case related to me. I went to the branch again and they contacted the ***** deptm again and reopened the case after also not getting straight answers from anyone in customer service. I resorted to contacting my private banker and explained what had happened. My banker then took over and also struggled to get answers or responses for months and then received a new case nr and was told they standard bank is still investigating. My private banker was communicating back and forth until May 2022 after that it just went quiet. My calls were unanswered and emails were not receiving any responses. I would be subjected to hours on hold until I would hang up. The ***** deptm at standard bank would be the same. This went on until 17 Aug 2022 when I received an email from my private bankers assistant informing me that my claim has been declined. The reasons given were that they concluded that these purchases were made by someone who had access to my card details including my ccv and 3D security and that the transactions were made from my app and in Cape Town. This was a shock to me and a big disappointment because when I called to stop my cards I informed them that my card is with me in the EC. I told them I’m calling from a friends phone because my phone had no network at that point. So for them to come back after so many months to give me that response when in the initial report of the ***** I had told them that I’m being hacked and gave these exact reasons as to why I am asking them to freeze my accounts. I mean I told standard bank to freeze my accounts because I’m hacked and purchases are being made. How then do u come back and tell me it’s someone who had acces to my card and app when I told u I have my card and my phone has no network and called you from a friends phone so I can convince you to freeze my accounts based on all that. Then u come back and decline my claim based on what I told you? What I is also alarming is the fact that these transactions were duplicates and amounts of R500, R1000 and R2500 until they reached R128K + all in a period of 24hours. How could the bank I have been banking with for over 10yrs approve so many duplicate transactions within minutes of each other and not pick up that that that is not my usual spending pattern. This all during a period that I called to alert them I’m hacked. How did they still allow transactions even after the call? Capitec investigated and concluded it was indeed ***** and reimbursed me within months of the hack. Two different banks, the same modus operandi was used to make transactions and Capitec could investigate and recognise that it was ***** and reimbursed me but Standard bank could not. I would like for standard bank to reopen the case and reimburse me my money. Or I’m taking this further. This level of incompetence from standard bank is not acceptable.