Nedbank *********** staff and stupid process

I was ****med in April ,I bought items on line after I made a payment I realized it was a ****.I phoned Nedbank within 5 minutes of that transaction to block that transaction and explained that it was a ****.I was asked to fill in a form and follow a process and I did that within 20 minutes of that transaction.I have not received my money,I have followed up and have been asked to contact my ****mer first and I have explained that I didn't know who they are how do I contact the same people who ****med me?It was made clear that ,that was the process and they need proof that I tried to resolve this with the merchant.I have gone to Fourways branch 4 times to get assisted because I was tired of going back and forth on emails with their contact centre.Even the team lead at that branch could not help.I am a private banker but the banker I was linked to is in CT, they contacted her and she took the details ,she also told me the same thing that I did not contact the merchant to send to Nedbank.

I had to go back to my sms notification from April to look for this merchant (****mer),I found the name Rongi QI when I Google I found a lot of companies overseas, I sent them all Google screenshot and asked how am I expected to know or contact these people.Till today there is no reply from Nedbank people.

I have been banking with Nedbank for more than 10 years, as became a private customer .My question is ,is this the way they conduct their business? How is it possible that the issue I raised in April is not yet resolved .From the first day I raised this I only received my first reply 6 weeks later end of May. Nedbank I want my money and will not let go of this