Standard Bank/Mastercard problem has left me high and dry in a foreign land

I withdrew money KES7000 from a Stanbic Bank in Nairobi on Thursday 24 August 2017. As per norm the sms notification was sent but unfortunately my sms roaming did not activate when I left the country, so I did not receive this sms.

On Saturday my home loan debit order with FNB failed to go through. At this point I contacted Standard to enquire if my salary had indeed come through . They advised that it did but a transaction of R12 238.04 had gone out of my account. I immediately asked why this was such as the previous night a colleague had R18 000 go off her account for a withdrawal of KES1000. I was then advised that Mastercard was having problems. I have no relationship with Mastercard but Standard Bank. The first call was made at 2229 hrs on 25 August with my colleague who was advised that this would all be reversed the following day. On 25 August I called again at 0914 hrs, the call lasted 31mins 3 secs where I spoke to an agent named Sandiswa who referred me to her supervisor named Nox. The advisor turned the issue to me that I had not informed the bank I was traveling outside of SA. The supervisor advised that she would get back to me during the course of the day to advise on progress. She had also advised that letters would be sent out for debit orders that bounced to explain the problem. This did not happen. I then called again at 1825 hrs and spoke to an agent called Goodwill who advised that he would check and advise as soon as he could as I had told him I was running out of airtime calling the bank who had not bothered to call me back.

I am in a foreign land with no money, debit orders have bounced and the supervisor had the nerve to tell me to make alternative payment arrangements for my bond when I have money that has disappeared from my account without my consent. Talk about adding insult to injury. No one has explained what is happening and when this transaction will be replaced. I am not sure what to do as the people that are supposed to be moving me forward have just moved me 10 steps back with no apology or explanation and commitment of when this issue will be resolved.

I am moving to FNB.