FNB says Resolve Your Own ********** Debit Orders!

An unauthorized debit occurred on my FNB credit card. I've got no idea who those people are. After logging a case with the FNB ***** division over 20 days ago I find that they've frozen all my accounts & sent me contact details for the merchant who happened to be from another country & asked me to straighten it out with them. Incompetence cannot get worse than this. My reference for the ticket is REF:***