Erroneous Reversal of a Refund and Pathetic and *********** Customer Services at SAA

I purchased tickets for 1 adult, 1 child and 1 infant on 7 August 2024. The ticket reference is UVRGSG and the flight was from South Africa to Perth, Australia. The passengers decided not to use the tickets, and a refund request was processed. Before all the tickets were refunded, the main passenger rebooked the flights and had to pay additional funds towards the new booking. In the interim one of the tickets totaling $1,189.02 AUD was refunded and paid to my bank account on 22 August 2024.

When the new tickets were booked, SAA requested that an additional amount of R14200 be paid towards the ticket and an amount of $1,196.98 was paid via a link that was sent to my email address on 20 August 2024. The main passenger also paid a further amount of R18, 524. These amounts were paid over and above the two tickets that were previously paid for, these two amounts were ****4.02 AUD and $151.20 AUD.

Once all monies were paid, the passengers flew from South Africa to Perth on 22 August 2024. Subsequently, SAA issued a reversal of the refund of $1,189.02 which should never have been issued. The monies were taken, and a complete transaction was done, leaving my bank account in a deficit.

I have made numerous attempts to get SAA to reimburse the reversal of the refund of $1,189.02. I have been dealing with an employee named Adolf Managa who has at this time ghosted me, he does not answer his phone and after submitting proof of bank account details, there is still no refund.

The refund was supposed to have been done yesterday, 12 September and he was meant to send me proof of payment. To complicate matters they do not want to refund the erroneous reversal of the refund of $1,189.02, they want to refund the R142000 ($1,196.98) and they want to pay me in rands. Bearing in mind that the forex rate is an everchanging rate. They have not considered banking charges that I have incurred and I have been met with such incompetence and unprofessionalism.

At this point I believe that I have been ****med of $1189.02. There was no valid reason for processing the reversal of the refund since all monies were paid for the passengers to fly out of South Africa. No airline lets a passenger on a plane without the full ticket price having been paid. Please can you assist me in reaching the right person to deal with the matter since clearly the people working in the refund department are ill-equipped to carry out their jobs.