DECLINE REVERSAL OF FAILED / CANCELLED PAYU TRANSACTION

I placed an online order with Makro on 21 November 2024 (15:30) for the amount of R1791,42 via PayU. Due to a glitch in their system. the payment was not processed and I had to pay again on Monday 25 November for my order.

I contacted PayU online requesting assistance with the failed payment. On Monday 25 November, PayU rep**** via email confirming that the transaction was indeed cancelled and that I should contact my bank (FNB) to have the payment reversed.

I contacted FNB and submitted my reversal request with copy of PayU's email as proof. I received a reply tonight from FNB that Standard Bank declined authorisation for the reversal. "Kindly note Standard bank advised No authority to debit , no consent to share details."

Please inform me on what grounds was my request declined ? It is after all MY money sitting in your client's bank account. And they confirmed the status of the transaction and indicated that the transaction can be reversed.

Furthermore, kindly provide me with an email address so that I can gladly forward the email received from your client, PayU, as well as the email from FNB in the hope that you will reconsider your decision to not reverse my failed transaction.

Thank you.