Unsatisfied with Banking Services

My Standard Bank Account was emptied out on the 27th March 2023. I reported this with in hours to the Std Bank ***** Dept. They requested certain information and documentation from us. We comp**** asap. What I don't understand is why Std Bank did not stop the transfer of our funds before the transfer could be cleared? The funds from Std Bank to African Bank would take aleast a day or two enough time for Std Bank to stop this transaction. I have not had any feed back from the ***** Department, I went into Std Bank Harbourview yesterday to make enquiries and MR. MALCOLM HANOO assisted us, he called the ***** Department to find out the progress, he was not happy that the ***** Department has not contacted us within the 5 day timeline which is the Banks Policy. He then mention that I should lodge a complaint which I agreed with Mr. Hanoo. He then was kind enough to call the complaints department and allow me to continue further. When speaking to a lady from the complaints department she said I have not say over my husband's account. I told her I do have power over his account, she would not except my word. I mentioned my husband is Deaf and had a stroke a few years ago and his understanding is limited. She said I must stay on the line, after a few minutes I hear the rate the service recording. In other words she ended our conversation. I was mad I told Mr. Hanoo that I am not going to leave this matter I will report this. My husband is 78yrs and I am also in my sixties we are both retired there is no way we will be able to replace this money ever. I feel the Bank service is a disgrace.