Unauthorized Debit / Transaction on my Discovery Credit Card

I am rather lost for words, the terrible treatment I received from the bank FNB Credit card division. I called them to advise of an unauthorised transaction on my Discovery Credit card on Sat 30/04/2016, after a a struggle i ended up in the lost card section. I told them my problem, they cancelled my card and then send me a credit card dispute form to complete, which i did and sent it to the credit card section as per the email on the form. On Wednesday 04 May 2016, I received an email from FNB Credit card, with a message that they cannot assist me because this is an annual subscription. I have indicated on my form that I paid this company once, and I have never signed anything and i am disputing the transaction. I immediately called the bank, I was set from one department starting with Business credit card, to Customer service then to some department spoke to Carmen, she transfer me to ***** Unit Thabiso Bandla. I had to repeat my reason for calling to all these people . When I eventually got transferred to Thabiso, I explained myself and inform him of the problem as well as the response from Credit card section. I was told that the email did not come from ***** Unit. The second part is that despite the instruction and a signed document from me indicating that i am not aware not have authorised this transaction, FNB cannot reverse it. i have to contact the Merchant and ask them to reverse the transaction. The Merchant is Macfee in the USA, so I have to incur a cost whilst my bank, who should look after my interest wants to get involved in the transaction between me and the merchant. In the bank when i call them and ask them to pay someone from my account they will only process the payment if I send them something in writing. But they will argue with you as a customer if the transaction has gone through your account and you have not authorised it. Whose interest are they serving? I have a contract with the bank and I would assume they will and should protect their clients interest above the ************ merchant. Secondly there is no legal obligation for the bank to get involved in the dispute between me and the merchant unless the merchant submit a document signed by me authorising the payment, even if that is the case, there is no legal obligation from the bank to pay the merchant if I decide to cancel or dispute the payment. The debt will remain with me irrespective whether the bank refused to pay or not. The other part, the merchant in case of a disputed transaction, have the onus to prove that the transaction is legitimate through a document or voucher signed by me so that the bank can process it. Whose interest is the bank serving, fellow Conglomerates to abuse us as customers! the motto "HOW CAN WE HELP MOTTO" should read "HOW CAN WE HELP YOU TO BE *****ED BY BIG BUSINESSES". the contract is there just to protect the bank not the customer at all.