Nedbank has let me down

On the 11th September 2017. My credit card was de*****ed. Immediately after receiving a message showing activity on my card I called Nedbank without hesitation to alert them that it was ********** activity. To date they haven't stopped my card or reversed the *****ulant transaction. Today I get a phone call and email from Nedbank that I must pay the de*****ed amount and that they have concluded their investigation into the matter.

How can a bank that I have been a client of for more than 25 years fail me this dismally?