Authorization letter

On 2/2/24 I placed an order with Roman Glen Marais branch but the order was cancelled by the merchant. I then placed another order as suggested but both amount were deducted from my account. The first one is still showing pending but the amount still went off my balance, I contacted my bank and they said they could reverse the amount immediately if I brought a authorization letter from Uber. I requested it but they are giving me the run around.