Mad as hell??

I had ***** on my Discovery Bank Credit Card. Reported the ***** and was told to submit my complain to the ombudsman as it seems to be my problem. I was referred to Clive at Discovery Bank - ***** Investigator. He will call me back as soon as he is back at his desk. A week and a 1/2 later Clive has still not find his desk. Today I was referred to Johannes who will call me within an hour as he is in a meeting. Obviously no call back. Before going to the Ombudsman I need to know. 1. How did this transactions happened? 2. If I did do something wrong - what was it to avoid doing the same in the future? 3. What did I buy? 4. Why am I ignored by Discovery Bank? 5. Why do Discovery Bank send me to the Ombudsman if we can solve the problem directly with Discovery Bank. 6. Why a 30% refund payment?