Reserved/ duplicate card payment

Pathetic Service! After they deduct their payment off your card, they retain a reserved amount on your card for the original order amount plus 15%. I fully understand the reason but it is poor business etiquette that the amount has been reserved for 5 days. I had to finally use my own resources in order to contact their contact centre only to be told I should send an email. I have done the following and without hesitation or concern the agent named Lesego advises that its normal and will be cleared in 2 - 5 working days. What was suppose to be quick, efficient and has been a nightmare in simply reversing and reserved amount.