Shocking service

My Nedbank Credit card was cloned, I was unaware of this.********** transactions went off during Nov 2019 and Dec 2019. The transactions went above the credit card limit. I only became aware when I received an sms on the 30/12/2019 advising that R4700.00 was due immediately on my credit card. I reported the matter to the Ballito branch and told it would take a month to resolve 30/01/2020 as the credit card insurance I had in place would cover this. The ********** transactions would be reversed. It is the 24 February 2020 and I am no closer to a resolve. This is reflecting poorly on my credit profile as it shows that my account is in arrears and I get no joy from the Branch.