Pre-authorization reversal

So I send FNB a dispute form for a pre-authorization fee that was charged by a company that does hotel bookings. First I get told it takes 5 days to acknowledge a dispute query and 30 days to process the reversal. Wow! 5 days? They finally get back to me; YES 5 DAYS LATER! What I'm now told is that I need to send evidence that I tried to resolve the matter with the merchant first. RESOLVE HOW? EXPLAIN TO ME HOW? The merchant obviously depends on the bank to make the reversal, which is why I went to the bank in the first place. So I send the evidence to FNB. The next day i get a response. Guess what? They're asking me to complete a dispute form. PATHETIC!!!!!! THAT'S THE FIRST THING I SENT WHEN YOU DECIDED TO ACKNOWLEDGE MY EMAIL 5 WORKING DAYS LATER. What circus is this????