Process supersede Customer Experience. I do not recommend ABSA

Phoned ABSA Private assist to remove a duplicate transaction from my credit card that is pending authorization from a Restaurant. Consultant acknowledged duplicate but then tells me she can not reverse it on my request I need to go to the restaurant and ask them to phone ABSA. Clearly process supersede Customer Experience at ABSA and one would think that Private Assist will go a little further for their customers. Would I recommend ABSA to family and Friend - Not at all. My other option is to wait a month it "might" go off by itself.....