Poor service unauthorized payment

I had an amount debited from an online store I have never shopped at, I called the ***** line at 7:43AM same day as the debit to report it and cancel the card . I got an email asking if I contacted the supplier, I rep**** saying have have never shopped at the online store.

Got this replay:

Good day Kindly note that if you did not authorize the transaction and do not know the merchant then the query is not related to Disputes. You will kindly need to contact the ***** department on *** for follow ups.

Please advise I'm sure this should have been forwarded to the correct depart met. I also have a recording of the phone call !!!!!