FNB is useless when you suspect *****

I am currently visiting the U.S. I booked a room at San Francisco Marriott Union Square hotel at end of June, cancelled it 12 days prior to arrival date, received a confirmation email from booking.com and the hotel that my booking was cancelled with ZERO charge. On 8 July I see on my FNB statement a PENDING charge of R3,396.70 from that hotel. I immediately email FNB,via online banking, explain that this charge is now considered ********** by me and that it must not be authorized. Your Natasha Adolph from FNB Credit Card/Retail Banking emails me the next day and says that the charge is 'ONLY PENDING' ???? I immediately rep**** that I see it is PENDING and must be reversed or rejected . Today, 11 July (Los Angeles is 9 hours behind South African time) I see the charge has been authorized. How useless is FNB. Natasha should be suspended immediately or re-trained or something. My email exchange with her was very, very clear - I obviously have copies available for you. What is the point of contacting you when I have a problem when your staff are not s****ed enough to deal with my problem. Please reverse that charge immediately and in compensation for your useless service cancel my monthly credit card fees going forward., I am sure you can get my credit card number from my ID (or don't you know how to do that?) Your lame 'apologies for the inconvenience' mean nothing to me. Unfortunately, this is typical of the service we are forced to put up with in South Africa.