Standard Bank not refunding full amount for international ********** transactions

On Tuesday 19 June 2 transactions went of my cheque account within seconds of each other, for the same amount of R 4 4898.62, one on 09h04:00 and the second at 09h04:26. The toal amount that went off my account was R 9797.24 I did not receive any OTP or any call from Standard Bank to confirm the money. I immediately called the card devision who stopped my card and transferred me to the ***** department/line, where I spoke to EVE but did not get any reference number, only an indication that I will receive feedback within 24 -48 hours. I got asked a number of questions, including whether I have my card with me, what it looks like and what colour it is, whether I have ever bought from some merchant which name I have never heard of, as well as whether I am in South Africa. I confirmed that I was in my office in Stellenbosch. Eve then said that the transactions happened at a merchant in Zambia. I have never been in Zambia and I confirmed that the transactions were not mine. On 20 June at 16h55 I received a call from ********** but I could not answer as I was driving. I was then sent an sms with the instruction to call ********** 015 regarding my claim with reference number 2 ********** 70296. I called this number on 21 June at 14h50. The call was answered by THULANI. He gave me an update but also informed me that if, the merchant in Zambia banked the money or the transaction went through, I will not be refunded. I queried this immediately and he then changed his story, saying that I will be called and asked questions. I said that I want to answer the questions immediately and I want a satisfactory answer on when I will get my money back. He then claimed he never said I will not be refunded, I kept on insisting on an answer. He then asked whether I have ever bought something from the merchant in Zambia and whether I received OTP's on a cell phone number he read out, which was an 083 number. I confirmed that I DID NOT receive any OTP's and that my number is ********** 047. He then went on to say that it looks like my card was cloned, in which case my money will be refunded, however, the amount cannot be guaranteed as the transactions were international. I indicated to him that I WAS A VICTIM OF A CRIME! It is not my fault that it was international and that I expect the full amount to be refunded to me. I would like to state to Standard Bank that I expect a full refund, I cannot be punished for something that was completely outside of my control - I guard my card with everything I have, I never let it go out of my sight and I NEVER swipe, I tap or insert and put my pin, yet STILL this happened. I am extremely upset by the poor service and seemingly poor and inconsistent advice and messages I have been receiving with this case.