Lack of Resolution Around Involuntary Cancelation of Internation Flights

I am utterly appalled and saddened with the recent service from SAA.

After receiving a confirmation mail and an immediate deduction off my account on the 4th October, I noticed a suspiciously high increase in my bank account over a week later. There was no indication in my bank transaction list nor an cancellation email/call but the amount in question was identical to my international flight amount. After calling the centre, I was told that my flights were canceled with no explanation. The lady then told me she would call me back but never did.

The next morning, still panicked, I called the centre myself - again, met with no real reason explanation behind the cancellation . I had then asked to speak to a superior, a team leader, that also couldn't explain the cancellation, told me to find out from a separate department and was far from unapologetic - in fact, she blamed me. I then asked to be sent through to their escalation department.

My first call with escalation department resulted in a call back from the agent (after explaining my problem for the 4th or 5th time to someone at SAA) to tell me that there was a glitch in the system and that the system had mistakenly quoted me half the flights only and now I was meant to pay twice the amount - at NO fault of my own and mind you, still didn't address the issue of my flights being canceled with no warning. I explained to the agent that this was not the case and that two other friends and I had booked the same flights and paid the same amounts - I was requested to send this information through as if I were a ****. There was no response yesterday after this requested information was still sent.

This morning, I called the call centre AGAIN only for no one to answer at the escalation department. I then followed up on email as I still didn't get a response. I was then told on mail that the agent chatted to their manager and would respond before COB TODAY. I get a mail just now (almost COB) only to tell me that the manager was in fact not in today and he will respond tomorrow.

Tomorrow will now be the FIFTH day since my complaint was raised and there is no resolution. Every time I deal with an agent I have a new pang of frustration and anxiety over some new reason as to why I am in this situation and NO solution, instead new problems like the flight no longer available, that its doubled or the system did not quote correctly.

At this point, I either need my non-refundable accommodation fully refunded back to me by SAA or have a favourable discount off my original flights (not the so-called misquoted cost that's twice the cost I was quoted and had initially paid) and confirmation that these flights are, in fact, booked.

I have wasted countless airtime and hours since Sunday trying to resolve this and am not winning. Working on big brands myself for a living, I did not expect this from a reputable carrier like SAA with what I thought had unmatched brand equity and was a brand that you could trust - not one that you fear getting a call from (if they even call). The funny (but not actually funny) thing is, my flights still say confirmed online and I even get notifications on flight time changes.

Please, I implore you - no, I BEG, for you to sort this out ASAP. Going on 5 days now not knowing whether you are traveling or not next month is an unnecessary stress to a consumer's life.