Nedbank passing blame on account ***** to Vodacom

An account has had *****ulent transactions on it, and we attempted to resolve this matter. Went to the bank once to resolve this. And 2 more times to cancel and follow up with this matter and the system was down. Tried to call and waited 20 minutes with no answer on their card dispute number. Sent 3 to 4 emails to follow up. Nedbank advised that they will not be helping with thus *****ulent matter and the case is closed. They do not do charge backs for past 120 days, despite the transactions being within 120 days. I was advised to check with the merchant which is vodacom, vodacom advised they have no record of any transactions or purchases for this account. This matter is being passed around, nedbank refuses to help or answer queries, they refuse to refund Funds within the 120 day window and vodacom has advised that nedbank is responsible for this matter not them. At this rate this is logged in the hope of a resolution, nedbank refuses to give feedback on what happened too. The hope is to reach a resolution without this matter being passed over to the ombudsman as we have exhausted all options for help.