Standard Bank’s poor service

I was de*****ed of R1200 on the 20th of March. I only reported it to Standard Bank a few days later as the evening I was de*****ed was the night of my wedding. They stopped my card and ordered a new one. Upon collecting it, they told me the merchant had tried to collect another R1200 from my previous card and I was lucky that we stopped it. I received a ***** case number and tried to follow up on a few occasions. Everytime I phoned the relevant division, I was placed on hold for long periods of time due to them experiencing high call volumes. I then went on to Facebook messenger to get more info, and on two occasions I was told someone would call me back. I am not always able to answer my phone but I find it strange that even if they did try to call me, they never left a message with a number to phone back or a reference number. I then tried emailing them. On the 24th of April I received a response saying that the money would be transferred into my active account in 2 to 3 days. I then followed up on the 2nd of May when I didn’t see the money reflecting in my account. On the 9th of May I received another response indicating that the money was transferred on that day to my active account. I still have not received it.

I am disappointed in the service received and the fact that I have been told about the money being transferred, when it was clearly not the truth. I do not have a name of a consultant that I have been corresponding with over email, as there is never a signature at the bottom and emails take a few days to be rep**** to.

The strange thing is that a friend of mine was de*****ed when we went out for dinner one night. An amount of R5000 was taken from her account and FNB took one week to transfer it back into her account.

What is the hold up Standard Bank?