Incorrect pre-ath of funds by Uber on my bank!!

Did 2 trips on the 26th of april using my Capitec Bank card, Uber did a double desuction for each trip and the other amounts have been pending in my bank. My bank requested an authorisation letter from Uber for the funds to be released and 10days later I am still doing a back and forth with what seems to be a robbot on Uber Support. I am not getting this letter that I need, I shouldn't even be requesting for such because the payments were incorrectly pre-athed by Uber!!!