1 reviews | Active since Dec 2016
Disappointed
I have a loan facility with direct access. Because of the COVID-19 pandemic, my income stream was affected. Direct Axis offered payment relief for people like me who are being affected. I app**** for assistance in April and my application was approved, which meant that I would not have to pay the April, May and June instalments. Although my application was successful, the payment at the end of April was still deducted from my account. I queried the deduction and was informed by numerous DirectAxis employees that the payment has to be and will be reversed. I have been trying for longer than a month now to get said payment reversed. I have spoken to countless DirectAxis representatives who all promised to get the matter resolved and that they will provide feedback. I managed to speak to a manager by the name of Wadeeha who also promised to own the matter and provide feedback to me. Three weeks have passed and I haven't heard from her. Every time I call the customer service desk, an agent says that they will email Wadeeha and whoever the person was I spoke to the day before and request them to get back to me. I have not received a single call or email. I spoke to a lad by the name of Avril as well who promised to take ownership which didnt happen. Me saying that I am frustrated, would be a gross understatement. Clearly the customer service desk agent dont understand what it means to take ownership of a query and the managers, who should be setting an example for their employees doesnt know what that means either.
I am really disappointed by the level of service mainly because DirectAxis decided to offer the assistance and now they are falling way short of actually assisting
Thank you for your reply.
I must however say that this response "We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you." Is exactly what I've been getting from everybody I spoke to at DirectAxis for tbe past month. Your response doesn't give me much confidence. I can appreciate that you guys are busy, because this COVID pandemic has hugely affected every person and every business in the world. However, taking a month to resolve this query isn't acceptable. This could have been resolved a long time ago if somebody just took responsibility and followed up with th appropriate people.
You say that you'll get someone to call me, when you should actually be asking me when would be appropriate for you to call me. I feel the need to mention this because I already know how this will play out. Somebody will most probably call me and I might be busy preventing me from taking the call. That will then be the last time I get a call; and when I query this again I will be told that you called MBE aand i didn't answer. I cannot be expected to just leave everything and wait by my phone for a call from you.
I really need this matter to be resolved ASAP
Thank you for your reply.
I must however say that this response "We'll escalate the matter to our COVID-19 support team and arrange for a consultant to call you." Is exactly what I've been getting from everybody I spoke to at DirectAxis for tbe past month. Your response doesn't give me much confidence. I can appreciate that you guys are busy, because this COVID pandemic has hugely affected every person and every business in the world. However, taking a month to resolve this query isn't acceptable. This could have been resolved a long time ago if somebody just took responsibility and followed up with th appropriate people.
You say that you'll get someone to call me, when you should actually be asking me when would be appropriate for you to call me. I feel the need to mention this because I already know how this will play out. Somebody will most probably call me and I might be busy preventing me from taking the call. That will then be the last time I get a call; and when I query this again I will be told that you called MBE aand i didn't answer. I cannot be expected to just leave everything and wait by my phone for a call from you.
I really need this matter to be resolved ASAP
It is now Thursday and I received a message from DirectAxis on Monday saying that somebody will call me and I haven't received a single call. Are you guys serious. Is this what you call customer service. Is this the so called "assistance" you were offering.
This is absolutely shocking
It is now Thursday and I received a message from DirectAxis on Monday saying that somebody will call me and I haven't received a single call. Are you guys serious. Is this what you call customer service. Is this the so called "assistance" you were offering.
This is absolutely shocking