Terrible service from ***** department

I've been having a terrible time dealing with Standard Bank regarding *****ulent activities on my MyMoAccount that I picked up from May and June this year totalling around R25k.

I reported the matter on Novemeber 6th as that is when I found the transactions while looking for medical expenses for my tax return.

I was told that the mater would take 6 days and I would hear from the ***** team once resolved. I called on Monday 13th November and was told ***** cases take 7 days, call back on Wednesday, that's without anyone looking into the matter. I followed up on Wednesday only to be told the case was closed on he 11th of November, the transactions declined, wouldn't appear on my statement and the funds returned to my account, after checking the account, I then advised them this was not the case, this was then escalated and I was told I would receive feedback soon.

After not hearing from them all of yesterday, I followed up again today and was told that it needed to be resolved by the ***** claims team, and that team would call me back today, Simphiwe called me and told me the case was closed as it was out of the timeline of 90days to report the matter, this after being told yesterday I would recieve the funds back. I then asked for further explanation and was put through to her supervisor that issued the same statement, I was then asked how I didn't notice such large sums of money going off of my account, I explained in hat time period that were large sums going in and out of the account, then I was told that Standard bank meets customers halfway by sending account statements monthly for customers to go through so these matters could be reported timeously, I explained I had not recieved a statement and then I was made to feel like a **** because according to the system they could see the statements were sent, yet if I go into my mailbox I don't have any statements from Standard bank between November 2022 and August 2023. Only after I got a chance to add that these transactions happened with a card I was never issued, was there some silence, and then I got told that it would be escalated to management.

I had explained all of this in detail when I logged the ***** case, why is that a surprise to the person investigating the *****, should they not know everything that I said, they record all phone calls? Can someone resolve this for me ASAP, I cannot be liable for R25k worth of charges from a card I was never issued, regardless of it being over 90days?