dispute lodged twice

I lodged a dispute on my account through my husbands secondary card on 27th December, which between Nedbank Somerset West & dispute centre has been lost, I have called the card division at the dispute centre several times& have been asked for a reference number, which has never been given to me & no response from any calls or e-mails querying. I have since re-sent via e-mail & this form has also not appeared on their system, but I have the proof that is has been read? Strangely enough I received on 27th of December an e-mail saying a former dispute had been rectified, I've received the same e-mail 3 times, this was sorted in September??? This is totally unacceptable service from Nedbank. I have called again today & been given a reference number, ***7, not sure if this will do any good. Over 10 weeks & still not resolved.