Bad service at Nedbank King Williams Town

I would like to share the problem I encountered for the past five years and i am still dealing with it. On the 15th of September 2017 a ********** transaction of R38 000.00 was done on my Nedbank Credit card. Its Ref no was ******086 TFG Online. On the 27th November 2017, I lodged a complaint at Nedbank King Williams Town, they communicated with the Section. On the 12th December 2017 the manager of Client Services Nedbank who was assigned to investigate the case told me it was difficult to trace the culprit, there is nothing they could do. The last attempt was to involve the Nedbank Ombud's man, I am still waiting for their reply. Even today i'm struggling to pay the money. I never used, and the balance is R17011.32. I humbly request any help or advice to get out of this problem.