Cheeky agent not helpful for reversal

There is a duplicate transaction on credit card which I have raised with the Merchant involved in which the Merchant advised that they do no have a duplicate record/transaction on their end. Contacting FNB to be assisted by an agent who merely tells you “Noted” instead of trying to assist and escalate your concerns is truly disgusting! Your reversal form cannot be completed on Adobe as it requires to be printed! People are working from home without printing facilities! The transaction does not show for reversal on the APP! This is not the first time there has been a duplicate! You are not simplifying banking but making it more tedious and frustrating.