Credit Card Charge Reversal

Hope people can give pointers on this. At this stage will not mention names for obvious reasons.

I bought a service online, and service provider (merchant) (domiciled off the rock) did not delivery as agreed. Apparently it is their modus operandi, to get customers to make billable variations on their orders.

Attempts at getting them to rectify have not been successful. Since I had paid by credit card (one of the major payment providers), I asked the locally domiciled card issuing bank to reverse the charge, since a partial service in this scenario is effectively no service rendered. My scenario fits the reversal conditions stipulated by credit card provider.

Bank flatly refuses to reverse, and put word to paper. They basically give verbal notification.

Options available?

Contact the credit card provider? I remember doing this and not the bank in such cases.

Here?