Direct Axis: Direct Disregard and Disappointment Par 2

Following a swift resolution following my previous review, I was told that my refund was processed last week Friday. We are now on the following Thursday and no payment has been made. I had subsequently called the call center and a very helpful lady by the name of Sarah did all she possibly could to assist me to a point where she couldn't find a team leader to assist her. She eventually sent an e-mail outlining what has transpired. Shockingly, my refund of R13,000 was paid into an incorrect banking account which does not belong to me and in fact has no affiliation to me at all. A team Leader was copied in and i requested feedback by COB on progress and nobody bothered to Acknowledge Sarah's e-mail nor provide any feedback on progress to me. Furthermore, i even requested feedback on my review which was also ignored, I find this very disappointing as yet again being disregarded seems to be the order of the day, being in a supervisory role myself, it is really shocking that the ground staff are not getting the support they require which reiterates the current trajectory concern I raised initially. I really need this matter to be corrected urgently and I expect interest to be considered here as the mistake is not mine and it seems like one disaster after another service wise and it is with sadness I say that once all is said and Done I would have no desire to ever deal with Direct Axis Again nor will I recommend them as I previously did. Please see paper trail of initial query and requests for feedback.

Dino 4 reviews | Active since Jun 2015 Unhappy customer • • • • • 31 Aug 2020, 13:02 Direct Axis, Direct Dissappintment and Disregard. In May 2019 I had struggled to get a settlement on my personal loan and this paid over more or less what I thought the settlement was and thus received a statement showing that they in fact owe me in the region of R8,000 . We are now in August and following 12 phone calls where I keep getting sent to the back of queue and holding on for extended periods of time. Eventually on the 6th I was told that my account would be sent for closure and any refunds due to me would be processes which may take 5 - 10 working days. Sadly, we are now on the 31st where NOTHING has been done to assist me yet they are quick to call on offer loans. My installments are still being deducted even though I was told my request was logged on the 6th and still nothing has transpired. I am owed funds and they are simply brushing me off with no regard nor professionalism i have sent 2 e-mails as well but seems to be a smoke screen. Being a repeat Direct Axis client i certainly feel let down by this interaction and want nothing more than to part ways with them and never engage in a relationship again as their after sales service lacks tremendously and being in financial services myself, i am concerned at their trajectory where service delivery is concerned. Report review DirectAxis's reply: 31 Aug 2020, 16:46 Hello Dino We have received your review. Apologies for the unpleasant experience in trying to get through to our call centre. We value our customers and we would like to assist you. Please note, when requesting to have your account settled, a settlement letter is drafted, after receiving your funds, the account automatically goes into a closing process. The closure process takes up to 10 business days for the account to be closed and a paid up letter is then drafted and sent to you. If you have not requested the settlement quotation this process will have to be logged manually and can take up more time. The refund has been logged and we'll keep you in the loop until everything has been taken care of. Team DirectAxis D Dino: 31 Aug 2020, 17:11 My Sincere thanks for your swift response and look forward to communication around finality of this matter. D Dino: 04 Sep 2020, 11:11 Good Morning, I have not received any feedback around this request as promised. Please may i ask that you revert soonest as to where we are with the process. DirectAxis's reply: 04 Sep 2020, 11:41 Hello Dino, apologies for the delay in getting back to you. We're pleased to let you know that the refund has been deposited into your account and should be available to you during the course of the day. We've emailed you a paid up letter to the address we have on record, please let us know that you've received it. Team DirectAxis Private Reply D Dino: 04 Sep 2020, 11:59 My Sincere Thanks for your prompt response I have received the paid up letter and shall await the refund to reflect. My sincere thanks for your assistance i really appreciate it DirectAxis's reply: 04 Sep 2020, 14:48 Hello Dino, you’re welcome and please don’t hesitate to get in touch with us should you need any further assistance. Team DirectAxis D Dino: 09 Sep 2020, 06:58 Good Morning Team Direct Axis, The refund of my credit balance is not reflecting in my banking account as yet and we are two business days since Friday. Please may I ask that this be checked and verified that the refund has been processed ? D Dino: 10 Sep 2020, 09:10 Good Morning, I have contacted your call center and they advised me that the refund has been paid into an account that does not belong to me, i only ave one FNB current account. This is really disappointing as it has been a non stop struggle and whilst faith was restored last week, I am sad to say that service is shocking. Please address this matter with urgency and provide me with feedback.