Hellopeter
Share Your Experience
PM
Phindile M

1 reviews | Active since Sept 2015

03 Nov 2020, 17:24

COVID Relief is just a disorganized MESS.

I took a loan with them last year and I'm starting to regret. I have been on unpaid leave and took the COVID 19 relief which was for May, June and July. Come August I still had no income and extended for a further 3 months. August, September and October. To my surprise, end of October they debited the money from my account yet I'm the COVID Loan amount I owe is inclusive of October. I am constantly receiving calls about the loan being in arrears and when I answer I am out on hold til it cuts off. When I do get a consultant I'm transferred to another department and placed on hold until it cuts off.

My account balances and statements do not make sense and nobody seems to be willing to explain to me what exactly is going on.

I can't wait to settle and never deal with this mess of a company!!!

0
Replies (2)
DirectAxis
DirectAxis's reply04 Nov 2020, 09:34
Official
Hello Phindile, Thanks for reaching out to us. We apologise for the inconvenience we may have caused. We acknowledge your frustration. The way the Debt Relief process work is unlike anything we have done in the past and  the process is manually completed, as is in your case, the timing of the manual process did not overlap with the automated ones and we have missed the dates to stop your debit order. Although this is not an excuse it is a learning process for us, and our teams are working extremely  hard to smooth those process jams to deliver the best customer service we strive to provide our customers.  We have escalated the matter to our Covid-19 Department to assist you as soon as possible.  Team DirectAxis 
PM
Phindile M's update14 Nov 2020, 06:58
Reviewer Update
I still have not been contacted. I just get automated calls then I wait to speak to an agent, and get nothing

Yesterday I received a statement and it still has not been rectified. I have reversed the debit order because that meant I paid Direct Axis and FNB COVID Relief paid Direct Axis too. That is a double debit. I am getting frustrated now, guys. Things are already hard enough for me without this making it worse.