Do not want to assist.

I have been a client for years. In 2017 I lost my employment and was forced to go under debt review. I have made my monthly payments as per the agreement, but in April 2020, after the hard lockdown, I was retrenched by my company.

My debt counselor initiated a section 17(3) and also requested for the account protection plan to be initiated. Direct Axis failed to assist.

In the past 18 months I have made various calls to Direct axis to try and resolve the issue and ask for the account protection insurance details. However each time I am told that the account has been handed to a 3rd party and I cannot be assisted.

My debt counselor has also requested on various occasions assistance but no replies were ever given.

Can you please assist, or must I report this matter to the National credit regulator and the banking ombudsman?