SAA has ****** R16900 from passenger clients

On 30 December I made payment through Masterpass for 4 return tickets which costed R16900. When we got to the airport, SAA staff members told us that NO tickets were issued because the payment was still pending. They agreed to give us a refund once the payment was processed because at that moment NO tickets were issued. We have been calling them ever since and going to their offices to be given the refund but till this day they have not given back that money. They are literally witholding money that DOES NOT belong to them. We have made numerous calls and they've been promising to refund but they have not. A lady by the name Magaret who is a supervisor from the accounts department has agreed that we need to get a refund but the only thing she did was to refer us to Penny Mokoena who had the nerve to hang up on us while we were speaking to her on the phone. We are truly disgusted with SAA and their services and we want our money back.