Not willing to cancel transaction, wants fees on duplicate transaction

Dear iKhokha Team, I am writing to formally raise a complaint regarding a recurring issue with your payment system. On 22 December 2025 a customer attempted a payment of R3200. Your machine initially showed an error, and the middle transactions did not request a customer PIN and displayed as “not going through.” However, the payments were actually processed, resulting in the customer being charged twice. Only the last transaction showed as approved. This is not an isolated incident — it has happened before, creating inconvenience for my loyal customers and causing me reputational damage. I understand that your current process is for the payment to settle to me, and then I refund the customer. However, this approach unfairly imposes transaction fees on me for a system failure beyond my control. I request that iKhokha: Investigates this recurring system error to prevent further occurrences. Refunds the transaction fees associated with any duplicate payments caused by your system. Provides guidance on how such cases can be resolved without penalizing merchants in the future. This situation is causing both financial and reputational strain. I trust that iKhokha will take responsibility for its system failures and assist in rectifying this promptly. Thank you for your prompt attention. Kind regards, Roger valadon Nodalove Collectibles