Nedbank review on their service to release a pending transaction

On 2 September 2022 I had an online transaction go through my account. The initial terms were not clear and as a result this particular merchant transacted for an annual option. I immediately tried to reach Nedbank to assist me with reversing this transaction but I was informed that because it is an online payment they are not able to reverse it. To cut the long story short, since the 2 September I have spoken to multiple representatives over the phone, visited the branch in Mall of Africa and reached out to Nedbank on Facebook. Eventually I raised this with the customer complaints and one lady provided me the details to reach out to the Master Visa department as only after two weeks was I informed that this is the relevant department. Thursday 29 September will be the fourth day this matter has been handed over to the Master Visa department. 27 September 2022 I had spoken to four plus Master Visa representatives and all could not assist me, instead I was told I should ask the merchant to send the email once again to give permission to Nedbank to make my funds available to me. I do believe that I am now begging Nedbank for their services and for my money.