Transaction dispute closed for wrong reason and no explanation from Bank!

I lodged a transaction dispute on Monday 18th June 2018 for a transaction on my card for goods I ordered online. I have not received the goods within the specified time and requested for this amount to be reversed.

On Friday 22nd June I received a request for the confirmation of my communication with the merchant. I was going to respond to this request yesterday (one business day later), and unfortunately I received a letter saying my dispute was invalid and could not be processed simply because I did not provide the required information.

How can a dispute like this be closed within just one day after I have not been given sufficient time to provide the required information.

This is extremely poor from Nedbank and to just receive a letter without a consultant first calling to check on this information is in poor light and taste.

Nedbank is focusing too much on Automation processes rather than looking at dealing with a customer on a personal base.

I would like someone senior to contact me about this. MY main accounts are with Nedbank and makes me want to reconsider who I give future banking and investment to.

My dispute case number is ********** .