Continued debiting of account after loan is settled

My loan with DirectAxis was settle on 3 Desember 2020 however the monthly debit order was still deducted from my account at the end of December 2020. I tried calling their customer care line but the phone would just ring (high call volumes message and what not) and eventually just disconnect. I sent emails requesting assistance. All of which have gone unanswered. On 4 January 2021 a supposed DirectAxis agent called me and just flat out asked for personal information. When I informed said person that I am not just going to give out my personal information without any means to verify that I am actually speaking to a DirectAxis agent (apparently telling me she is from DirectAxis should suffice) she stopped responding which just reaffirms my believe that it was, in fact, a ********** call. I sent an email to DirectAxis immediately informing them of this event and stating that should it have actually been a DirectAxis agent their security and customer service leave much to be desired. The Experian data hack seems to not have any impact on the severity of such a call as DirectAxis is yet to respond to that mail. I've sent two follow up emails since and I have tried to call, yet again (which is annoying since I am wasting airtime for a problem that was not caused by me), but still the line disconnects after you spend several minute on hold/ringing/queuing?

I am dumbstruck by not only the lack of service delivery but clearly the lack of proper processes and systems to ensure that their (DirectAxis) business functions effectively and efficiently. On many a previous occasion it has been a struggle to communicate with DirectAxis (debit order date changes and contract information etc.) yet sporadically there would be an instance where someone efficient is allocated to your ticket and the query is resolve quickly and effectively.

As I have sent several emails and tried all possible means of establishing communication I have been left with no other option but to post to Hello Peter as it would seem this is the only way to get the matter into the hands of someone not only willing to assist, but capable of assisting.

I am going to be severely peeved if yet another debit order goes off on my account at the end of the month as I have tried everything within my power to get this query resolved but DirectAxis is just not coming to the party (so to speak).