Bad Experience with Mashreq Bank

I am writing this post inform you all about a very bad experience I had with Mashreq bank regarding a fraudulent transaction on my credit card. On 01/10/2013 I got a call from Mashreq bank enquiring about a transaction made with my card in Italy for around QR3577. I informed them that the transaction was not made by me and they responded by saying that they are going to block my card and told me that they will contact me to help me replace my card. They told me that I will have to start a Dispute process to report this transaction which will take time but it will refund my money back. Mr. Aneel from their Fraud Analytical dept contacted me for the dispute filing, he sent me the dispute form which I filled up that day itself and send it back to them through email on 19/02/14. After that I went to their Ramada branch around 2 times to enquire about the Dispute process to which they told me that is a long process which will take around 180 days to complete and that amount will be credited to my account automatically after the completion of the investigation. After a year of this back and forth on 26/05/15 I send a mail to the Mashreq bank to enquire about the status of my dispute request. Mr.Ibrahim Sutarwala a Fraud Analyst with Mashreq bank contacted me back on 28/05/15 saying that my transaction amount duration has exceeded 6 months and the amount could not be refunded back. I went to the Mashreq bank directly and asked them why this has happened. They told me that my dispute form has not been filed even though I had submitted it on 19/02/14 and they told me to contact the Fraud Investigation department about this. I contacted Mr.Ibrahim again about the dispute form and had sent him a copy of the dispute form that I had send to the bank on 19/02/14 and he had asked me to give them a week to sort this matter. A week and I didn’t get any response from them regarding this matter and I send them a reminder and I still got no response. After I sent the second reminder that I will move legally if there is no action regarding this, they contacted me back saying that amount cannot be refunded since my dispute form has not been filed on time. After this response I raised an issue online and also contacted their call centre to which they all responded that they were helpless regarding this matter. I again went to their branch and spoke with one of their branch manager and she registered a complaint for me and told me to get back to her after 1 week. After getting no response from her, I met her again and she told me that she hasn’t got any response regarding this complain and told me that she will contact me within 1 week with a response. I still haven’t got back any response from the bank regarding this matter.

How can the bank hold me responsible saying that the complaint has not been filed on time while I have done so and failure to record it happened from their side. I am at my wits end and don’t know what to do regarding this matter. Can anybody please advise me what I should do regarding this matter. If I am to move legally, who should I approach and what process should I initiate for it. I have record of all email correspondence with the bank.