Direct Axis debit order even after agreement
I app**** (and got approved) for a Covid-19 cash relief loan with FNB and on the agreement it states that my Direct Axis debit order will be covered until the end of July. . . .to my surprise Direct Axis tried to debit my account and advised me that I am in arrears, FNB confirmed that my Direct Axis loan is covered. . . after numerous calls and e-mails Direct Axis has not amended my account or even got back to me regarding the matter, Jason from Direct Axis said I should call FNB to find out what is going on, on FNB's side everything is in order so the problem is with Direct Axis - and they are not getting back to me.
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DirectAxis's replyOfficial
03 Jul 2020, 10:59 Hello Leandi , We have received your review. Apologies, this isn't the experience we aim to provide. We have implemented preventative measures to protect our team against the spread of the Coronavirus infections. As such, you may experience delays in responses from our agents. Please rest assured that we care about our customers and our primary focus during this time is to act responsibly towards them. It may be possible that our internal systems did not have sufficient time to update, hence the debit order being deducted. Please note that our teams are working on resolving the systematic issue. We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you. Team DirectAxis
Best regards,
DirectAxis's reply03 Jul 2020, 10:59
Official
Hello Leandi , We have received your review. Apologies, this isn't the experience we aim to provide. We have implemented preventative measures to protect our team against the spread of the Coronavirus infections. As such, you may experience delays in responses from our agents. Please rest assured that we care about our customers and our primary focus during this time is to act responsibly towards them. It may be possible that our internal systems did not have sufficient time to update, hence the debit order being deducted. Please note that our teams are working on resolving the systematic issue. We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you. Team DirectAxis
Best regards,
DirectAxis's replyOfficial
03 Jul 2020, 10:59 Hello Leandi , We have received your review. Apologies, this isn't the experience we aim to provide. We have implemented preventative measures to protect our team against the spread of the Coronavirus infections. As such, you may experience delays in responses from our agents. Please rest assured that we care about our customers and our primary focus during this time is to act responsibly towards them. It may be possible that our internal systems did not have sufficient time to update, hence the debit order being deducted. Please note that our teams are working on resolving the systematic issue. We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you. Team DirectAxis
Best regards,
DirectAxis's reply03 Jul 2020, 10:59
Official
Hello Leandi , We have received your review. Apologies, this isn't the experience we aim to provide. We have implemented preventative measures to protect our team against the spread of the Coronavirus infections. As such, you may experience delays in responses from our agents. Please rest assured that we care about our customers and our primary focus during this time is to act responsibly towards them. It may be possible that our internal systems did not have sufficient time to update, hence the debit order being deducted. Please note that our teams are working on resolving the systematic issue. We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you. Team DirectAxis
Best regards,