Nedbank takes donation money and does not pay it over

On 15 March 2021 I made a donation from the BackaBuddy website for a young mom with stage 4 cancer. The funds were taken off my credit card but never paid over to BackaBuddy. Upon querying this I was told by Nedbank Card division that I must complete a dispute form and email this along with my credit card statement. On 07 May 2021 I received an email from Nedbank saying that I must provide proof from the website that the funds were never receipted and until then they will be closing my case. From my initial call in March I was not told this and now almost 2 months later I am being told a different story. No one is replying to my emails at Nedbank. It is shocking that an institute like this will take donation money and not pay the cause!