Shocking service from ***** division!

On 7 July 2015 I received an sms on my phone for a credit card transaction that I did not complete. The transaction was an online purchase but I was never sent an OTP or asked to verify the purchase. I immediately called the credit card division but after 30 minutes had not spoken to anyone. I continuously tried to contact the division throughout the day and left multiple messages. Eventually someone returned my call and I assumed my dispute was logged and in process of investigation. A few days later the same thing happened to my partner (different bank) I tried to call Nedbank credit card ***** again to inform them that I suspect I know where the ******** is coming from. Once again I could not contact the division! So I logged a complaint with the complaints division. A week later I was informed that my dispute was NEVER logged and that I had to complete a form and the 41 day process would only start from day of submitting the form (Which was 3 weeks after the ********** transaction!) To date I am still waiting for feedback on my complaint and dispute. Where do I go from here? I have been a loyal Nedbank customer since the age of 7 and cannot believe this treatment!