Pathetic Service

<p>I have been dealing with Jackie Smith (debt counsellor) and Heidi Bekker (Her team leader ) since July . I received a paid up letter from 1 of my creditors and Debt Safe was copied on that mail, this meant they also received the paid up letter. However , Debt Safe continued to make payments in spite of receiving the paid up letter . When i received my statement the following month, i emailed Jackie to find out why was Direct Axis still been paid and resent a copy of the paid up letter , she assured me that the problem would be rectified, however this continued for months . After numerous emails and telephone calls to both Jackie and Heidi, they confirmed that the account has been rectified and Direct Axis had paid back a refund due to me , at first Heidi asked me to send a 3 months back statement in order for the refund to be paid to my bank account of which I did. When i queried later on, I was advised that Direct Axis does not pay the money into the customer account but to Debt Safe directly. They said once they receive the refund , they would pay the money into my bank account directly . The emails between myself , Jackie and Heidi continued for weeks, with me sending emails and phone calls and neither of them replying to my mails or returning my calls. I have correspondence from both Jackie and Heidi of the few times i did receive emails from them confirming my refund and the amount and dates of when the query would be resolved by . They both promised and assured me that my refund would be paid back to me ASAP for the months payment was still been made to Direct Axis after the account was closed . I sent Jackie a follow up email on Monday but didnt receive a reply on Tueday and then sent another email and copied Heidi and tried calling them and left messages to no avail. Eventually i sent an email advising that i would go to Hello Peter if i do not receive a reply . I then called them again and got ahold of Jackie, who sounded very confused about what was happening with my refund and transferred me to Heidi , who now tells me a totally different story from all the weeks confirming my refund . Heidi now advised me that the refund was apparently paid to NDPA instead of Hyphen and that the refund amount was paid to my creditors in August already. For all the months i have been liasiong with them were they not aware of this instead continued to make promises of my refund and how they working hard to make sure my refund is paid back to me. When they advised me of the refund due to me they also advised me of 2 other payments of which they Hyphen did receive and allocated the other amount to my creditors and the lesser amount paid now in November they some how managed to refund back to my acount . Why is the largest amount which was my refund amount cannot be paid back to me, however the other 2 amounts they could allocate but the 1 amount they allocated to my creditors and the least amount they managed which was the last amount paid in November to deposit in my bank account . If the refund was paid to my creditors in August, this means they received payment twice and that means , my creditors are paid in advance. I signed an agreement that so much would be deducted from my account on the 23rd and distrubuted to my creditors accordingly, so they amount that was been paid to a closed account is rightfully mine and i did not give permission for anything extra to be paid to my creditors so i want my refund amoun back ASAP like i stated previously this problem has been going on since July. Either Debt Safe refunds me the amount as promised or when my next debvit order collects i will make sure it will just be for the difference of the normal amount that collects to receive my actual refund. Had both Jackie and Heidi do their job first time when they received the paid up letter and or from my first complaint about still paying money to a closed account we wouldnt be in this situation. It is not my fault, they obviously provided incorrect information so they need to resolve this problem. If i do not receive any joy , i will be taking this further as this is unacceptable, i was more than patient with them and they lead me on about receiving my refund for months which i now budgeted for, I have all correspondence between the 3 of us and i will use it as leverage as this is my proof of the information provided to me and the empty promises made to me . </p>