1 reviews | Active since Apr 2023
DirectAxis - Poor Service
My Loan account was paid in full on 04 April 2023, There is a refund due to me of the amount of +/- R5000. I have been on endless calls with the contact center and have emailed proof of payment (Which was redundant because the amount was reflecting on my bank account and the DirectAxis page as being recieved.)
Regardless I submitted the required documents, only to have some agents tell me that my refund is processed and will be paid out by the end of the week and other agents tell me that it has not been processed and will take an additional 10 business days to process. (They are clearly getting their information from different sources)
I dont understand how other financial institutions provide feedback and refund within 48hours of settlement, however with DirectAxis there is no feedack, No resolution and No sense of urgency.
Endless amounts of calls to the contact center, you are put on hold for long periods of time and if you request to speak to a supervisor the you are put on hold and then the call is dropped.
There is no communication from the team unless you request for it personally. You have to constantly call to find out how far the process is and in that you also get given different information from all the agents.
Emails sent through have no feedback communication to say that your documentation has been recieved or updating you on how far along the process you are.
I feel that when it comes to debiting our accounts they are promt and efficient, however when it comes to processing a refund of money that is due to you, you have to jump through hoops and wait for an extended period of time.
I am very disappointed being a regular customer of DirectAxis
Thanks for reaching out to us.
We apologise for the inconvenience caused in the process of getting your account closed.
We understand your frustration and are here to assist.
We have escalated the matter to our Accounts Support Team and will reach out to you as soon as we’ve gathered more information.
Team DirectAxis
Thanks for reaching out to us.
We apologise for the inconvenience caused in the process of getting your account closed.
We understand your frustration and are here to assist.
We have escalated the matter to our Accounts Support Team and will reach out to you as soon as we’ve gathered more information.
Team DirectAxis
My query has been escalated before time and time again however no feedback was recieved.
I just want my refund to be processed ASAP, and for someone to atleast tell me how much is due to me . I dont understand why this process is so lengthy and tiresome, and no one gives promt feedack unless you request it.
Unfortunately you do not understand our frustrations because I have been reading reviews for the past 2 years people have been complaining about the same thing however it seems that nothing has changed.
This is the first time i have ever complained about service delivery, so you can understand how uterly disappointed I am.
Please provide me with the amount that is due to be refunded to me and process my refund.
Thank you
My query has been escalated before time and time again however no feedback was recieved.
I just want my refund to be processed ASAP, and for someone to atleast tell me how much is due to me . I dont understand why this process is so lengthy and tiresome, and no one gives promt feedack unless you request it.
Unfortunately you do not understand our frustrations because I have been reading reviews for the past 2 years people have been complaining about the same thing however it seems that nothing has changed.
This is the first time i have ever complained about service delivery, so you can understand how uterly disappointed I am.
Please provide me with the amount that is due to be refunded to me and process my refund.
Thank you
Could you kindly provide information on how much my refund is and when I will receive the money
Could you kindly provide information on how much my refund is and when I will receive the money
Could you kindly provide an update on my query.
I would like to know how far along the process I am to recieving my refund.
All the contact center agents can say is you are in the process but no body is able to provide information on how far along I am and when my refund will be paid out. I will truly appreciate your assistance.
You said it was escalated to the Accounts Support Team, however nobody has been in contact with me from your accounts team to provide any information.
I would appreciate an update on my refund. Thank you
Could you kindly provide an update on my query.
I would like to know how far along the process I am to recieving my refund.
All the contact center agents can say is you are in the process but no body is able to provide information on how far along I am and when my refund will be paid out. I will truly appreciate your assistance.
You said it was escalated to the Accounts Support Team, however nobody has been in contact with me from your accounts team to provide any information.
I would appreciate an update on my refund. Thank you