Unhelpful Customer Chat Agent

What is the point of the chat on the Standard Bank app if Llewellyn is going to be decidedly unhelpful and then simply remain silent for minutes, effectively disappearing? I bought something online yesterday. I received an SMS from the bank to say the transaction had been approved. However, the retailer's website said the transaction had been declined. Instead of investigating, Llewellyn have the lazy response that if the money has left out my account, then the transaction went through. First, Llewellyn needs to fami****ise himself with the fact that Standard Bank's internet banking often takes days to reflect transactions, often on a date when the transaction did not even take place (I have told multiple people, including the operations manager, about this problem over a number of years but it has still not been fixed). Second, Llewellyn should understand that it is important for a bank to know where money is going for different reasons. Third, he needs to know that if buying online with Standard Bank cards is problematic, it becomes pointless and people will use other bank's services for their shopping needs. Can someone please tell me where the money is that, according to the Standard Bank SMS, was charged to my credit card? Alternatively, if the transaction was never approved by the bank, can someone tell me why Standard Bank's system is sending SMSes to the contrary?