Confused

On the 27 of February I made an online purchase via Uber for R124.12 and the payment went through. On the 4th of March the same amount wass taken from my account again. I logged a complain with Uber and tyme bank I was told I'll receive feedback on the 15th of March and till date they haven't responded instead I'm the one calling the bank. I got an email from Uber that the money was an authorization hold which they have released to the bank and usually it take a up to 3-10 days. My bank tells me that they have logged a complain with the merchant which is Uber and it will take up to 35 days. What I don't understand is that I have sent them the very same email Uber has sent me and they have received it, then why do they still need to contact Uber if they have proof that money was released by them and it's up to my bank now. Can't they release the funds as Uber has confirmed?