The best way to engage PayU with a customer inquire is to follow the below steps.
1. Have the merchant open a ticket locally, if there are any delays they can escalate it to their account manager.
2. If needed escalate, escalate the issue to Kris Kubiak at firstname.lastname@example.org
For SA it is as follows:
email@example.com - Customer Support
firstname.lastname@example.org - Technical Support
Account Manager - for now it will be Quintin Van Der Linde at email@example.com