Useless anti ***** department

So i got caught out in a **** and the ******** attempt to take a large amount of money out of my credit card, to completely empty it. i get an sms at 5:30 in the month about this. i go onto the app see there is a pending transaction and immediately call the ***** department to get the card blocked and the transaction cancelled / reversed before it has clear. sure enough my card is blocked and a replacement is getting sent. a ***** case is opened and i wait. 10 days go by. no feedback i call multiple times on the main number, always 280 plus in the queue and never get through to people. phone the other number and they cannot help me. just over 2 weeks later i get a call back to tell me that my ***** case was declined due to a otp. i understand i submitted a otp, but i requested the block and cancel of the transaction before it left my account. all transactions should have been frozen. Standard bank will not return my money because of an otp and say they sometimes only return some for users over 65. how do you stay loyal to a bank that does not care about you.