Useless Service

I contacted FNB Premier as a payment I made online wasn't received by the merchant, its an annual payment I make but for some reason they won't let the payment go through this year, they advised the the merchant in the UK must call the credit card authorisations to be paid, what nonsense! Ive tried to pay again as in 7 days the transaction \expired"but it still won't be sent through by them!"""