TC
Tracy C
1 reviews | Active since Aug 2011
28 Aug 2023, 15:31
Beware of erroneous debits from your bank account by these ******
Very unprofessional and service seriously lacks with this business. They need to go back to the drawing board and learn the basics. Debited my account for a loan i currently have with them BUT the loan is covered by insurance since i am retrenched.... after explaining that i am unemployed, have no money and 2 very young dependants, they acknowledge their error but proceed to tell me i need to wait 10 business days for a refund!! What person in their right mind tells an unemployed mother of 2 young children this, when all she has is R91 left in her bank account??!! Words fail me for this disgusting service resulting from THEIR error!!
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Replies (7)TC
Tracy C's updateReviewer Update
28 Aug 2023, 15:33Oh and if you thought that Nicki Hill/management in this organisation are interested in communicating to resolve a dispute, think again!! Not one of them have bothered to get in touch with me despite repeated requests!
TC
Tracy C's update28 Aug 2023, 15:33
Reviewer Update
Oh and if you thought that Nicki Hill/management in this organisation are interested in communicating to resolve a dispute, think again!! Not one of them have bothered to get in touch with me despite repeated requests!
DirectAxis's replyOfficial
28 Aug 2023, 16:34Hello Tracy,
Thanks for reaching out to us.
Please accept our humble apologies for the unpleasant experience. We understand your frustration and are here to assist.
We have escalated the matter to our Customer Relationship Management Team and will reach out to you as soon as we’ve gathered more information.
Team DirectAxis
Thanks for reaching out to us.
Please accept our humble apologies for the unpleasant experience. We understand your frustration and are here to assist.
We have escalated the matter to our Customer Relationship Management Team and will reach out to you as soon as we’ve gathered more information.
Team DirectAxis
DirectAxis's reply28 Aug 2023, 16:34
Official
Hello Tracy,
Thanks for reaching out to us.
Please accept our humble apologies for the unpleasant experience. We understand your frustration and are here to assist.
We have escalated the matter to our Customer Relationship Management Team and will reach out to you as soon as we’ve gathered more information.
Team DirectAxis
Thanks for reaching out to us.
Please accept our humble apologies for the unpleasant experience. We understand your frustration and are here to assist.
We have escalated the matter to our Customer Relationship Management Team and will reach out to you as soon as we’ve gathered more information.
Team DirectAxis
TC
Tracy C's updateReviewer Update
29 Aug 2023, 06:21DIRECT AXIS, YOUR RESPONSE MEANS NOTHING TO ME RIGHT NOW.
I had money transferred into my account overnight (because you left me with none), and now you have taken that also, for the OTHER loan account, WHICH I CONFIRMED YESTERDAY WITH FNB LIFE CLAIMS IS ALSO STILL COVERED BY INSURANCE. So that is now TWO erroneous debits!!
I had money transferred into my account overnight (because you left me with none), and now you have taken that also, for the OTHER loan account, WHICH I CONFIRMED YESTERDAY WITH FNB LIFE CLAIMS IS ALSO STILL COVERED BY INSURANCE. So that is now TWO erroneous debits!!
I have no words right now. Also despite the apalling events, Direct Axis customer service management (Nicki and Kim) clearly have no interest in communicating with me about this really apalling issue, since they have not bothered to contact me despite several requests, and despite the dire circumstances that i am now in. It is a poor show on their part. I want my money back please without any further delays.
TC
Tracy C's update29 Aug 2023, 06:21
Reviewer Update
DIRECT AXIS, YOUR RESPONSE MEANS NOTHING TO ME RIGHT NOW.
I had money transferred into my account overnight (because you left me with none), and now you have taken that also, for the OTHER loan account, WHICH I CONFIRMED YESTERDAY WITH FNB LIFE CLAIMS IS ALSO STILL COVERED BY INSURANCE. So that is now TWO erroneous debits!!
I had money transferred into my account overnight (because you left me with none), and now you have taken that also, for the OTHER loan account, WHICH I CONFIRMED YESTERDAY WITH FNB LIFE CLAIMS IS ALSO STILL COVERED BY INSURANCE. So that is now TWO erroneous debits!!
I have no words right now. Also despite the apalling events, Direct Axis customer service management (Nicki and Kim) clearly have no interest in communicating with me about this really apalling issue, since they have not bothered to contact me despite several requests, and despite the dire circumstances that i am now in. It is a poor show on their part. I want my money back please without any further delays.
TC
Tracy C's updateReviewer Update
30 Aug 2023, 08:33This business has chosen to reply privately to me, for obvious reasons. I am still waiting for my refunds. I have approached the Payments Association of SA who are taking this matter seriously. I have demanded to the team leader who is only now involved (the first time I am actually now dealing with someone with a little authority), that I get a written apology from not her, but from management who have chosen not to be actively involved the entire time or to communicate with me, despite proof that I have given that this money has ********ly been taken from my account.
Do yourself a favour should you ever find yourself having an issue with Direct Axis, and the likelihood is that you will. Contact the Payments Association of SA and they will assist you more than what Direct Axis will.
Do yourself a favour should you ever find yourself having an issue with Direct Axis, and the likelihood is that you will. Contact the Payments Association of SA and they will assist you more than what Direct Axis will.
TC
Tracy C's update30 Aug 2023, 08:33
Reviewer Update
This business has chosen to reply privately to me, for obvious reasons. I am still waiting for my refunds. I have approached the Payments Association of SA who are taking this matter seriously. I have demanded to the team leader who is only now involved (the first time I am actually now dealing with someone with a little authority), that I get a written apology from not her, but from management who have chosen not to be actively involved the entire time or to communicate with me, despite proof that I have given that this money has ********ly been taken from my account.
Do yourself a favour should you ever find yourself having an issue with Direct Axis, and the likelihood is that you will. Contact the Payments Association of SA and they will assist you more than what Direct Axis will.
Do yourself a favour should you ever find yourself having an issue with Direct Axis, and the likelihood is that you will. Contact the Payments Association of SA and they will assist you more than what Direct Axis will.
TC
Tracy C's updateReviewer Update
30 Aug 2023, 10:05So finally Direct Axis have acknowledged that they debited my account erroneously for the 1 loan account and will be refunding me (next question is when). Then I will have to wait for the 2nd loan account that they erroneously debited me for, to be refunded back to me. I have also confirmed with the Payments Association of SA that they did indeed refer my complaint yesterday to Direct Axis. It seems that only by laying a complaint with the authorities, will Direct Axis actually escalate these kinds of disputes. I have also laid complaints against Direct Axis with the FSCA and the ombudsman.
TC
Tracy C's update30 Aug 2023, 10:05
Reviewer Update
So finally Direct Axis have acknowledged that they debited my account erroneously for the 1 loan account and will be refunding me (next question is when). Then I will have to wait for the 2nd loan account that they erroneously debited me for, to be refunded back to me. I have also confirmed with the Payments Association of SA that they did indeed refer my complaint yesterday to Direct Axis. It seems that only by laying a complaint with the authorities, will Direct Axis actually escalate these kinds of disputes. I have also laid complaints against Direct Axis with the FSCA and the ombudsman.
DirectAxis's replyOfficial
30 Aug 2023, 16:20 Hello Tracy. We sincerely apologise for the inconvenience caused. We're pleased to confirm that your refunds have been paid out. Team DirectAxis
DirectAxis's reply30 Aug 2023, 16:20
Official
Hello Tracy. We sincerely apologise for the inconvenience caused. We're pleased to confirm that your refunds have been paid out. Team DirectAxis
TC
Tracy C's updateReviewer Update
31 Aug 2023, 11:40I am pleased to advise the matter was resolved beyond my expectations. Thank you Direct Axis not just for resolving the matter but for going above and beyond, and for actually making a big difference to the outcome, in a very positive way.
TC
Tracy C's update31 Aug 2023, 11:40
Reviewer Update
I am pleased to advise the matter was resolved beyond my expectations. Thank you Direct Axis not just for resolving the matter but for going above and beyond, and for actually making a big difference to the outcome, in a very positive way.