FNB Credit Card Dispute - Frustrating!!!

Credit Card dispute with FNB was simple in the past and now it is becoming really frustrating. I paid for an order online using their scan to pay function. The payment failed twice and the third time it was successful at the merchant. However, the payments were still being deducted from my credit card. I noticed the payments were still pending and thought it would reverse automatically. To be safe, I sent FNB a dispute form and FNB however went ahead and still released the payment to the merchant. Note, I didn't event get a reference number from FNB or confirmation they got my dispute form. However, it was confirmed sent from my email provider. I then logged a dispute with FNB and the merchant. The merchant confirmed the first 2 payments failed on their system and only one was successful. They said I must contact my bank to reverse those payments as they don't have it. I had to email several dispute forms as it seems FNB's system doesn't always send out a reference number or confirmation for the dispute form sent. After seeing the money was released from FNB, I then sent another dispute and this time got a reference number. Firstly, it is very difficult to follow up on a dispute as you get moved from one consultant to another. Eventually, the one consultant advised that it takes about 7 days to finalize a dispute. When I called again to verify why the funds have not been reversed, the next consultant told me its 30 days. So really FNB doesn't even know their own processes or are they just making excuses to delay reversing the payments. I also sent FNB communication from the merchant where the merchant advised me to contact FNB including sending FNB a screenshot from the merchant's system confirming the failed payments. If this is how FNB's service is degrading, I think its time thinking of changing banks.