POOR CUSTOMER SERVICE FROM FNB

A car hire company deducted the money from my account without my consent,their process is clear that the customer gets informed then an agreement will be reached before any deductions can be done. I submitted a card dispute request to FNB on the 14th of December 2019,additional information was requested on the 18th of December 2019 which I then submitted on the same day. I have submitted all the evidence to FNB proving to them that money was deducted without my consent, those include the emails between myself and the Merchant. The merchant also banks with FNB and I have a perception that FNB doesn't follow the Consumer credit act because the merchant brings more money to FNB more than I do since they are big company. I find this as unfair since FNB should treat clients with respect irrespective of the profile.