Standard bank unwilling to assist

I phoned custom service today regarding an online transaction I did today at 4.

They were unwilling to help me.

They asked me the security questions. I was able to answer them. Except for one. The withdrawal limit on my card. The limit was set long ago. I draw money very very seldom and can't remember what it was set at.

They can ask me 20 more security questions which I will be able to answer.

I must now accept that I can loose R947.00 because of their refusal to help me.

All I needed to confirm was if the transaction done today at 4 was successful or not. The website said it was declined by the bank. But my account was debited. I needed to know what was happening. And if it was ***** how to get my money back.

Is this the type of service that is standard for Standard Bank?

The consultant was Lebogang Lekgema. And her manager Xolani Nynci.