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Brigitte S

1 reviews | Active since May 2011

06 Aug 2020, 12:36

Covid 19 Relief drama

I have given up all hope on someone returning my call from Direct Axis. In May I requested a Payment Break. NOT Covid Relief. Needless to say an application was processed. After numerous calls an agent eventually called back.

I asked if a 1 month payment break was possible but advised it is not. Based on that I asked that the application for Covid Relief be cancelled. I was assured it was. End June comes and my normal debit order does not go off, so I check your Pulse website and low and behold there is a new FNB Loan active since May!!! Tried calling, no answer, emails also remains unanswered exceot for the silly auto response...

Now we are in August and to my surprise my debit order went off as normal end July. Again I check my profile and the FNB loan is also still there.

Basically I now have 2 active loans. I called on Monday 03 August 2020 and spoke to Sharon, she advised she is not the correct person to deal with this but will get someone to call me. It is now 3 days later. No call.

I am absolutely disgusted at how clients are treated. I am a pensioner and only wanted a payment break due to the breadwinner in my house being negatively impacted during this horrible time.

Direct Axis made the error and now I must just pay 2 loans. Not right by any means. I need someone to call me urgently in this regard.

Regards

Elizabeth Johanna Schwerdtfeger

0
Replies (2)
DirectAxis
DirectAxis's reply06 Aug 2020, 15:51
Official
Hello Brigitte,  We have received your review.  We apologise that you had a poor experience, we'll make sure your comments go to the department head. Please allow us to have the matter investigated and resolved in a timeous manner.  We’ll be escalating it onto our Customer Relationship Management team who will be making contact with you directly to get to the bottom of this.  Team DirectAxis 
BS
Brigitte S's update14 Aug 2020, 13:58
Reviewer Update
This matter has not been resolved. I received a call on 07 August 2020 and was advised that this will be looked into. I received the statement as promised showing the June payment was reversed to FNB but now there is an arrears amount and I am not responsible as you, Direct Axis failed to cancel an application that I asked be cancelled on numerous occasions.

Today, 14 August 2020, I get a call from a Direct Axis agent advising me that I will get a payment break end August!!! What on earth are you people doing? When I told the agent I have existing complaints and no one has contacted me to resolve them she just said the complaints department will call me.

I dont care how you do it but this matter needs to be resolved, otherwise I will be taking it up with the Ombudsman.

Regards

Elizabeth Johanna Schwerdtfeger