FORMAL COMPLAINT REGARDING DELAYED ACCOUNT STATUS LETTER

Dear Sir/Madam,

I am writing to formally express my dissatisfaction regarding the significant delay and poor customer service experienced in obtaining an official letter confirming that my Direct Axis account, number ***, is up to date and no longer in arrears.

On Thursday, 21 August 2025, I contacted Direct Axis to request this crucial document. During this initial call, I was explicitly informed that the letter would be issued and sent to me within a timeframe of 24 to 48 hours.

However, as of today, Monday, 25 August 2025, I am still awaiting receipt of this letter. My attempts to follow up on this request have been met with considerable difficulty and frustration. On multiple occasions, my calls to Customer Care have been transferred to the Collections Department, only for me to be informed by Collections that they do not have the necessary access to assist with my account status query or to expedite the letter. This constant referral between departments, where neither seems able to resolve my issue, has created a "cul-de-sac" of unhelpful service.

I require this letter urgently to verify my financial standing, and the prolonged delay is causing me inconvenience. The inability of your internal departments to effectively communicate or provide a unified service on this matter is unacceptable.