Reverse the unauthorised reserved funds before they are cleared to the merchant

I have an unauthorized payment that went through on my account, I did not make the transaction and have since struggled to sort this out with the bank. I did not receive an OTP or a promt to approve the transaction on the app. So far I have been sent around with no concrete feedback from the bank. I am afraid that the booking date is drawing nearer and this will be deemed as a no show as the booking is scheduled for Thursday 28 February 2019. Agoda says they cannot cancel the booking. The merchant refuses to cancel the booking.

Is there any investigation that is being done? So far I only have a reference number. I was sent to the ***** department, which later said I should go back to disputes. One of the agents referred me to my previous banker and since then I received the below email on Thursday the 21st requesting information that I already sent.