Shocking service from premier account suite and credit card department.

My husband has a credit card. He made a transaction but the merchant machine gave problems. He tried again and still the transaction did not go through. He paid the merchant via eft from his personal account. Later that day we went info the app and saw that the transaction did go through but was pending, however, the bank charged us a penalty fee off R9.50. I phoned the bank this morning and explained the situation as I needed the pending amount to be reversed. The lady at FNB said we will need to send in a dispute form, which has a 30 day turn around time. I said that I would like to speak to someone that has more authority in this regard. She told me that it will take 24 to 48 hours before a manager can speak to me. What utter nonsense is this????? My transaction was still not reversed. The short of the story is. The merchant, where I purchased, phone her bank, reported the problem, and the transaction was reversed while she was speaking to them. How is this possible that FNB can not assist his client, but another bank can perform a function to assist me, a non client. FNB has gone made since Covid started. Every excuse they give is covid related. They have a premier bank suite (Black card holders) but have the most *********** people assisting. Well FNB, I will be taking our business account, credit card account and personal accounts away from you. Your fees have sky rocketed and your incompetency level has decreased to a shocking level.