Absa lute useless

So me and my wife took a chance to move to Canada seeing as this country is one big hell hole. We autherised two payments on our credit card which we received otp pins for. After that we decided to stop the process as they required more money. A week or so after we relized that the same company took around R8000 out of her credit card without any otp from absa to autherise the payment. On the 1st of december 2018 we phoned absa to find out what is going on and the lady who assisted us told us to mail the ***** department and she also said that the company that took the money is not even a legal service provider. We sent the mail, and after call after call and mail after mail they told us that they are still investigating. They only rep**** on the 30th of January in a mail saying that we need to contact the company in Canada to get our money back. How is this our problem if we did not receive an otp pin nor autherise any payment. Now they expect us to pay the credit card for their incompetence which translates to THE INABILITY TO DO SOMETHING SUCCESSFULLY!!! This is ***** in any country and in any language and clearly Absa does not give a rats ass except if you miss a payment or a debit order than they are on you like white on rice!!! If this is not sorted out by atleast next week i will take this to my lawyer at Solidarity!!!!!