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JR
Jacobus R

1 reviews | Active since Feb 2013

23 Jul 2020, 16:12

Covid19 Cashflow Relieve Approved, but still money keeps being taken and credit record flagged.

Worst Customer Service ever! We app**** and got approved for the covid19 cash flow relieve fund. Yet end of May our credit records show missed payment and end of June the money was just taken out of the account. Upon trying to resolve this matter the last month we have been met with nothing but rudeness and empty promises from consultants (of which I have a list). No one ever calls back and we end up having to spend ridiculous amounts on airtime just to be met with "oh sorry we can't help. We need to email. Those people will call back. The matter has been escalated" but to no resolve. Not even a call back. Within the last 24hours we have contacted DirectAxis 15 times. Even got a promise from a consultant that a team leader will call back within 2hours, but still nothing. All I want is for the relevant department to sort this matter out. In a very stressful time, your company has just placed even more stress on our household. You should be ashamed.

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Replies (2)
DirectAxis
DirectAxis's reply24 Jul 2020, 10:40
Official
 Hello Jacobus 
 
We have received your review. 
 
Please accept our apologies for your account debits. We will work hard to get the refunds processed as soon as we can. The way debt relief works is unlike anything we’ve done in the past and most of the process is manually completed, as is in your case, the timing of the manual process didn’t overlap with the automated ones and we missed the dates to stop your debit order. 
 
This is not an excuse but it is a learning process for us, and we’re working very hard to smooth those process jams to deliver the excellent customer service we strive to deliver for our customers. 
 
We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you. 
 
Team DirectAxis 
JR
Jacobus R's update12 Aug 2020, 12:23
Reviewer Update
Even thought I received a refund and got a private reply from Direct Axis apologizing I have now been handed over to Norman Bissett & Associates for collection of the money I owe for the months of my approved covid19 relieve fund. My credit score has still not been corrected as I have been flagged as missed payments for end of May, June and July. After being approved for Covid19 relieve fund on 19 May 2020. My credit score has dropped with almost 50 points due to Direct Axis's negligence. Your collectors are rude and won't accept the explanation given. I am not in the wrong here Direct Axis and have been up to date with payments and always paid on time up until May 2020. Please advice how you will be correcting these mistakes.