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carlin L
1 reviews | Active since Jan 2014
15 Feb 2021, 08:28
Bad service continues
My account was previously debited after my loan was settled. I requested a statement together with the settlement amount from the 25th of November as my loan was settled then. I have still not received feedback. I sent a request on 9 February 2021 to the client care email as well as CCD Team leaders and again on 11 February 2021. No feedback as yet. My account was debited once again and of course I had to pay fees for this and was not re-imbursed. I received an email which stated that I have given permission to debit my account which I have also not given. I will be requesting PASA to investigate this matter as well.
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Replies (6)
DirectAxis's replyOfficial
15 Feb 2021, 09:50Hello Carlin, Thanks for reaching out to us. Please accept our humble apologies for the inconvenience this was causing you, we understand and acknowledge your frustration. We had a look at your account and the refund has been logged but is currently pending for payout authorisation. We have escalated the matter to ensure the refund is paid out to you as soon as possible. We will let you know once everything is sorted. Team DirectAxis
DirectAxis's reply15 Feb 2021, 09:50
Official
Hello Carlin, Thanks for reaching out to us. Please accept our humble apologies for the inconvenience this was causing you, we understand and acknowledge your frustration. We had a look at your account and the refund has been logged but is currently pending for payout authorisation. We have escalated the matter to ensure the refund is paid out to you as soon as possible. We will let you know once everything is sorted. Team DirectAxis
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carlin L's updateReviewer Update
05 Mar 2021, 11:55To date, my complaint which dates back to the 25th of January 2021 has still not been finalised.
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carlin L's update05 Mar 2021, 11:55
Reviewer Update
To date, my complaint which dates back to the 25th of January 2021 has still not been finalised.
DirectAxis's replyOfficial
05 Mar 2021, 14:54Hello Carlin, Thanks for reaching out to us. As per feedback, this query has been attended to, because you did not request a settlement quotation to be calculated for you, the amount you paid did not settle the account. There was no debit order received for the month of December so you have only been refunded the debit order amount taken after the settlement payment was received. Statements have been sent to you which will not have any transactions to date as the account is no longer active. Please let us know if you would like to speak to a consultant. Team DirectAxis.
DirectAxis's reply05 Mar 2021, 14:54
Official
Hello Carlin, Thanks for reaching out to us. As per feedback, this query has been attended to, because you did not request a settlement quotation to be calculated for you, the amount you paid did not settle the account. There was no debit order received for the month of December so you have only been refunded the debit order amount taken after the settlement payment was received. Statements have been sent to you which will not have any transactions to date as the account is no longer active. Please let us know if you would like to speak to a consultant. Team DirectAxis.
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carlin L's updateReviewer Update
05 Mar 2021, 14:57The last statement received was at 10 January 2021 all transactions occurred after this? So how can there not be a statement thereafter?
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carlin L's update05 Mar 2021, 14:57
Reviewer Update
The last statement received was at 10 January 2021 all transactions occurred after this? So how can there not be a statement thereafter?
DirectAxis's replyOfficial
05 Mar 2021, 15:40Hi Carlin, the account in question was closed on the 26th of January and the statement frequency date was the 10th, so there are no statements available for this account.
DirectAxis's reply05 Mar 2021, 15:40
Official
Hi Carlin, the account in question was closed on the 26th of January and the statement frequency date was the 10th, so there are no statements available for this account.
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carlin L's updateReviewer Update
05 Mar 2021, 17:05So to confirm, you cannot give a statement reflecting what happened since the 10th of January 2021 to date? The account was closed on the 26th but there was still activity thereafter. After countless emails, the final answer is you cannot give me a statement for this period?
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carlin L's update05 Mar 2021, 17:05
Reviewer Update
So to confirm, you cannot give a statement reflecting what happened since the 10th of January 2021 to date? The account was closed on the 26th but there was still activity thereafter. After countless emails, the final answer is you cannot give me a statement for this period?