Nedbank did not protect client

On 23 June'15 a guest book at my Guest House through [URL Removed] Card details were received via secure electronic network.The card were processed (According to [URL Removed] requirements).The guest's booking was confirmed via e-mail and his Invoice was sent. The guest arrived late and no imprint of c/c was taken. On 23 July'15 the transaction was reversed (Money taken back from my cheque account) without any communication to me. After an telephonically enquiry to Nedbank, they informed me that they enquired information from me on 6 and 22 July.I asked how the enquired the information and answered via e-mail.The e-mail address Nedbank used was one I changed on 21 November 2011. Nedbank did not protect me as their client. They did not phone me. On 6 August'15 I informed them that the e-mail they used was been changed more than 5 years ago.They promised to send me a letter of acknowledgment.When I enquiry about the letter on the 11th the said the did send it on the 7th - to, yet again. the old non-existing e-mail address.Every time I phoned to enquire Nadine about the process she is not available. Nedbank is quilty to negligence for not communicating to me causing big losses.