Repeated Unauthorized Debit Attempts After Failed Payment – Request for Immediate Reversal

I am lodging this complaint to formally escalate a serious payment and system failure experienced with South African Airways (SAA).

On 3 February, I attempted to book a flight via the SAA app. Although my bank account was debited, the booking reflected “payment incomplete” and no ticket number was issued. This was confirmed on SAA’s system and by SAA agents.

I immediately reported the matter to my bank (Capitec). Capitec processed a payment correction and refunded the full amount on 4 February, as no ticket had been issued and no service was rendered.

Despite this correction: • SAA continued to submit repeated debit attempts for the same failed transaction. • These attempts occurred over three consecutive days. • Even when my account had insufficient funds and my online transaction limit was set to R0, SAA continued attempting to debit my account. • Once funds became available, SAA deducted money again without my authorization.

At the same time, SAA advised me telephonically that my ticket was “non-refundable” and that I would only receive a partial refund — despite the fact that no ticket number ever existed for the failed booking. This is incorrect and deeply concerning.

I later made a separate, successful booking with SAA, which confirms that the repeated deductions were linked to the original failed transaction and not a valid ticket.

This experience caused severe distress and required multiple bank visits to resolve. Only after Capitec intervened directly was the matter temporarily stopped.

I am requesting:

1. Written acknowledgment from SAA that the repeated deductions were made in error. 2. Confirmation that all re-presented or duplicate transactions linked to the failed booking have been permanently cancelled. 3. Assurance that SAA’s payment systems will not attempt further unauthorized deductions on my account and a refund from the transactions they have made.

This complaint is being posted to seek accountability, transparency, and corrective action.