Nedbank worst service

I have been with Nedbank for 18 years I have had the worst experience of my life with them this year someone took out a lone in my name that was not me paid my Woolworths account that was also not me and I am being held liable for this its giving my a bank name and it’s been 3 months with not a single email call about what is going on my account has been suspended and blocked this is ridiculous