Terrible Service

A transaction of R1895.00 went through my account on Monday 25.02.2019 at about 13:25. I immediately called nedbank to block and reverse this transaction. I was told to wait for 24 hours for this reversal to be done. I called again this morning and the consultant to me that my card was used so she cannot assist me instead I need to call the company . I asked her, how am I going to call the company while I don't know who they are and don't have their contact details. She was not willing to help at all. I told her this is ***** as the transaction happened while I was at work and my card was with me. I am really disgusted with their service because I wanted this to be blocked the same day but they told me to wait for 24 hours. I feel like my account is not safe. Why didn't I get an OTP for me to approve the online banking? Now I am told that my money will not be reversed. DISGUSTED!!!