Reversal of an unauthorised pending Transaction on Credit Card

On Friday 09.02.2018 I booked flights on my credit card with Gotogate. I did not receive a confirmation from Gotogate however I got an sms to say the funds were reserved. I called Gotogate who informed me that they had not received the funds and that i should wait +-3hours. I then called FNB who in turn gave me the authorisation code to fast track the process. By Saturday still no confirmation from the merchant and so I called them back and they said that my booking had timed out therefore I no longer had the reservation. I should talk to my bank about the money reflecting in my account. I called FNB to confirm this and they indicated that the money is still pending and that they will send me a form to dispute the transaction so that it can be reversed which could take up to 7days. I called them back because I couldn't understand exactly what am I disputing because the merchant did not have the money, FNB has the money, and I was told that if the merchant does not claim the money it would automatically go back into my account after 3working days. This morning 12.02.18 I called gotogate one more time to confirm that the no longer have my reservation and they confirmed that it is indeed cancelled on their side so I call FNB highly frustrated due to the fact that I need the money back ASAP to book another flight. I was now asked to send an email to admin desk which I have done.

I really do not understand why it is so complicated. The merchant has not claimed the money, I have confirmed that the booking has been cancelled. Why are FNB giving me the run around for 4days. Very unprofessional that all 4 individuals that I spoke to asked me to do different things!!!!!! The money is with FNB. I just want it reversed so that I can make another booking.

I have been banking with FNB for a long time and this type of service when in an emergency situation is unacceptable especially because the funds are still with FNB.

A response would be appreciated.