DirectAxis is the worst

I had a loan with Sanlam, which is administered by DirectAxis. To say the service is pathetic will be an understatement. I would spend almost an hour trying to reach someone from customer service. In those days that I will be lucky to finally speak to someone, when I have just finished explaining the reason for my call, the consultant(s) will without explanation, just put you on hold until your airtime runs out or the line just cut. This has happened so many times that I started to feel so ashamed of being associated with such a company at all. I finally decided to just settle the loan just so that I never had to interact with them ever,but getting the settlement quote also seemed like climbing Mount Kilimanjaro. When I finally got the settlement quote after two weeks of trying, I settled the loan and sent them the proof of payment as requested on the quote. True to their nature, they continue to debit my account 5 days later even though the account was settled. Luckily this time I managed to get through to a consultant after holding for just under 40 minutes. I could not believe my ears when she boldly told me that I might have have to wait for up to 10 days to get my refund. As I write this review, I am on the 6th day, still waiting. My experience with this company left me so traumatized.