DIRECT AXIS DON'T CARE ABOUT CUSTOMERS

For the last 3 months, Direct Axis offered COVID-19 relief by way of a moratorium on loan repayments to its customers. I am a customer of DirectAxis and for the last 3 months, I have been struggling to merely submit an application for this assistance as my income has halved due to Covid-19. I was initially advised that the only way I could apply for the Covid-19 relief was via the FNB Mobile app. I tried to submit my application via the mobile app at least 50 times. On each occasion, I got a message "The system is currently unavailable, please try later". I then went physically to my local FNB branch who were very friendly and tried to help me but after 3 hours, after consulting their IT department, admitted that the online app was not working and that the only thing I could do was continue trying. Over the following week I tried at least 30 times per day to apply via the app but always got the same error message. Having exhausted all other options, I complained about FNB (parent company of DirectAxis) via Hello Peter and was swiftly 'helped' by Busi, who directed me over the phone on how to submit my application online, which I did. When I followed up, however, to find out the status of my application, Direct Axis said they had no record of my application. Richard from Direct Axis then told me the only way to submit an application was via the FNB Mobile app. I tried again to use the FNB Mobile App and as before, I got the same message "The system is currently unavailable, please try later. Extremely upset, I explained to Richard that it does not work (and hasn't at any stage over the last 2 months). I never got any reply back from Richard and have written to him 3 times now as my situation is desperate. No-one is getting back to me and I have an urgent problem as the next installment is due tomorrow.