Card ***** dispute

On the 29th of July I received a notification about an online purchase of R221 I wasn't aware of from my bank card to a company called Dfashn. I reported this at Fnb pier 14 on the 30th and they filed for a ***** dispute. I received an email today saying they can't process my request, I need to email a communication to the service provider I don't even know about. I am so disappointed in them as I have been a client for 13 years