Confused ***** victim with no explanation

Two months ago i was ****med. i paid for a product and have never received the product.I contacted the standard bank to reverse the money i was advised to report it as *****.I went to the police station because they wanted a case number and proof, which i did provide and i received and email stating that they will be in contact with the bank i paid the money to which was Nedbank .A-month later on the 2April 2024 i received an email stating that Nedbank says they will speak to their client because they have had the business account for so long and the owner will get intouch with me. I rep**** to the email to ask further information regarding that.they have never rep**** i even called in to ask the particular person handling the ***** case to reach out till now no response or even explanation till now two weeks later.So Nedbank is saying their client must **** people its okay because they have been with them for long iam literally confused