Disgusting customer service

Terrible , absolutely terrible customer service.

My mother has had an account with direct axis for many years and has honored her payments every month without fail.

Due to Covid affecting her income , she activated her payment cover to ensure that her payments continued to be met.

Directaxis Continue to debit her account as well as being paid by her protection plan resulting in double and sometimes triple payments on some months .

She has spent hours on the phone on hold and in different departments to have the matter rectified. She has sent detailed emails of payments repeatedly with no outcome.

Numerous requests have been made to speak to a manager as call center agents don’t have the authority to deal with her matter , however none have contacted her . When I requested if there was a branch we could go in to to speak to someone we where told that the managers are working from home ( which is perfectly fine) all we requested was that someone with authority contacts her to deal with the matter.

This has been a 5 almost 6 month endeavor.

Absolute shocking .

Contact your loyal clients - there should be a relationship manager who can deal with these matters -Enough with the call Centre.