FNB Online chat is a waste of time

Ordered takeaways from a local fast food restaurant on 16/2 and used my FNB credit card to pay the delivery driver. He swiped it for R480 and the transaction timed out, so he swiped it again. The business owner showed me his credit card receipts and it only reflect as a credit once. So, I spent my day having virtual conversations with several people (I hope) via FNB's secure chat trying to get one of the R480 transactions cancelled/reversed. Why do you make it so difficult to get my money available again?