Unhappy outcome for a ***** transaction

At 7pm last night a transaction of r287.99 went off my account for Uber eats which surprised me because I was by friends for dinner and the last time I used Uber eats was December 2025. I immediately went online and reported the transaction as ***** and got in touch with uber eats. I called my bank fnb to speak to someone about a refund and the lady tells me the transaction is not there so it didn't go off and the more I'm explaining to her that it did go off I know how much was in my account before it went off and after it went off she is telling me what transactions took place and I said to her you don't need to tell me, I know what I buy. I even told her I have the sms showing the amount taken off and I see it on my bank statement. The only thing I want is a refund of the amount that I did not approve. Also why must I pay r160 for a replacement card when a ***** transaction happened and I was advised by fnb to cancel the card with immediate effect. I should not be penalized when I was given advice. Imagine! And also once a transaction is flagged for ***** it will be removed from the options to report ***** it's that simple. The transaction though still populate on the statement. How can the agent not see what is flagged for ***** on their side? I am very confused. And I didn't even get the turn around time for the investigation sigh. And no reference number when u report via online banking which sucks! How am I to follow up on a transaction. I can foresee I am going to be fighting with fnb for my refund for a long time. Because now I don't even know if it has been logged properly as *****.