Flysafair cancellation

I booked tickets back in May 2024 for a weekend in November 2024 , it was during their anniversary birthday so I had a chance to get 50 percent off on their tickets , however yesterday I went to the app to see for another booking for myself as I travel every month to kzn for work , and I see the booking I had for November is gone and when I try put in the reference , it says I cancelled my tickets , I tried calling and calling no one picks up and I end up saying request a call back- I tried calling again and eventually someone picked up , the agent told me I cancelled via a mobile app at 9 am on the 18 of September however , at 9am I was on a Flight to kzn - so how was I on my phone cancelling the flight ?? On top of that I have proof from my app usage on that specific day - I only used fly safair app to check in for my flight at 7pm that evening and the usage shows I was on the app ONLY at that time on that day , agent says okay maybe the other person cancelled , I called my partner to check her usage and she was not on the app that day either ( we have a screen shot ) , eventually she puts me on hold and call cuts , I tried calling again and the next agent told me I cancelled at 9 and I was supposed to receive an email seconds later , that specific day I was on a plane so no service - and in general I did have data so the whole day I did not have internet connection until I got back to the airport that evening. I enter email yesterday and see that an email came through that same day lunch time - however as I said I did not have internet connection meaning I could not see emails on my device. And I explained this to the agent and her response is “ well I can’t do anything I’m not the one who canceled your flight , you did on the app “ yet I have proof I did not cancel.

Later on in the evening ( 9 of October @ 18:55) fly safair calls me saying they returning my call from the morning ( please note that morning request it said my waiting time was 10 minutes- so from 10 minutes it went from the morning to 7pm last night ?? , if I did not constantly call no one was going to call me back until last night ) the new agent says the best he can do is send me the ip address for the cancellation…so I would be able to track who or where it got cancelled, I still have not received this.

I am making everyone aware and would like to ask if this happened to anyone else , I am disappointed because I fly with flysafair every month for a day for work , I don’t ever have complains however now that I bought 4 tickets during their birthday it was cheap and now all of sudden gets cancelled and they blamed me for it. They have provided me with a voucher that does not even cover half of one ticket going to my destination ? As I still got penalised R300x 4 for a cancellation fee … I am extremely disappointed as I looked forward to that weekend going home to see my family as we don’t get the chance.