DirectAxis do you know tomorrow is the 25-06-2020?

Dear DirectAxis

I believe this may be the only way to communicate with you at the moment.

I was approached by one of your CRM's on the 14-05-2020 who wanted to assist me with a Covid 19 application.

I advised her that I personally do not qualify for Covid19 assistance but I had been trying to resolve my husband’s apparent successful applications since 11-04-2020 as he has 3 loans.

She requestd that I fwd her all the emails sent to Consumer Assist email address and she took it from there.

She assisted Us, to the point where the 3 different loan instalments were refunded IRO mth 1.

The problem I then highlighted to her is that while they are processed the refunds they are forgetting to cancel the debit orders.

As the refund comes 25days later it coincides with the next debit order which is due to be processed.

This results in the same refund being debited by them again as they are still sweeping the account.

I have emailed that CRM once a week since the 04-06-2020 with no response.

My husband has called in and so far, • The CRM number on the signature of the email now goes to vmail, or • the call centre 7million and 10 times with no answer, or • they answer but no-one can actually answer any of his questions as they aren’t trained on Covid19 Relief , and they need to put you through to that Team, or • the call centre says they are going to find a manager and put him on hold and then just drop the call

As I have said to the CRM in that last email dated 04-06-2020.

1. Clients relief from TERS / UIF and the little that their company may pay them is being absorbed by Direct Axis debit orders that aren’t being stopped

2. Why are you offering relief if you know that the nature of this type of debit order cannot be stopped. Not on the FNB App and Clearly Not even the company that implemented it

2. Don't offer clients something you are not sure of and when you realize the process doesn't work you and your team are too scared to take clients calls or even respond to an email where they are begging for answers.

3. Hiccups and teething problems happen, but How is it possible that the details/hiccups are still not fixed? The initial email application was sent to Consumer Assist dated 11-04-2020. The original lockdown period is almost over.

I know these are unprecedented times but for crying in a bucket at least communicate with your clients.

Clients need to be assured as to whether they will be able to buy food for their families when they get paid OR will they first have to see if Direct Axis is going to take that bit of money from them as well.

Tomorrow is the 25th, the biggest debit order day in SA.

Just saying.