Unacceptable customer service from FlySafair

On 11 March 2024 I had a flight from OR Tambo to Cape Town. My luggage was overweight and I had to pay R250 for my bag. However, FlySafair charged me twice for the transaction.

I first reached out to FlySafair on 14 March 2024, once both the transactions cleared on my credit card. I have provided them with evidence from my bank statement - clearly stating the reference number and transaction details on my bank statements.

Now two weeks later, after following up daily on the refund request for the duplicate transaction, I am informed that their finance department can't trace any of the transactions on their side and they are still trying to trace it every day for the past two weeks. This is very concerning, as this now seems like the employee at the counter who made the duplicate transaction has ****** not just from me, but also from FlySafair.

Please be careful when paying for overweight luggage in the future, as it seems like those funds never make it to FlySafair, but get into the employees own pockets.