Ridiculously slow response on ***** or dispute cases with no communication

How does it take 45 days for a dispute when I immediately contacted the ***** department about money going out of my account of a purchase I didn't make? I was told it would take 2 weeks but yet there's no dispute no ***** case and no communication from Nedbank at all. Only time when they asked for my ID or card details was when I was chatting on my app with a consultant and they immediately rep**** to my emails. Which is also confusing is how could they ask for my details if its on the forms I had to complete and submit? Does this mean that I would even get my money back or are they just going to turn around and say sorry but that is your loss?? Aren't they supposed to pick up immediately that there's ***** happening with my account?