Frustrated Customer

Good Day,

I initially sent an email to Direct Axis on the 17th of April, requesting a payment reduction on my personal loan because we are taking pay cuts at work for a few months. In the same email I requested them to move my debit order date to the 1st of the month, because our pay date was changed from the 25th to the last day of the month effective April 2020. I never received a response, so in order to be on the safe side I app**** for COVID-19 relief via my FNB App on the 20th, this has been approved. I was then surprised to see Direct Axis attempting to collect money from my account on the 25th, when I had explicitly stated that pay day is no longer on the 25th. I have been emailing customer care to explain that I have been approved for relief, but I have received no response. I have also called customer care repeatedly during the course of the week explaining this, but whenever they try to transfer me to the relevant department, there is NO answer. I have also been receiving SMS's telling me that my account is in arrears and I should apply for COVID relief, which I have already been approved for. Why is nobody checking for this before sending me stupid SMS's?

I received another one earlier today and I called Direct Axis right away, I was transferred 3 times to the "relevant" department, but ended up back in the call centre every time. This is truly frustrating. To make matters worse, our salaries were paid today, obviously less than usual due to pay cuts, and Direct Axis debited my account. I will obviously be short during the month, as that installment is meant to be debited from the COVID-19 account on my FNB profile, and NOT from my cheque account. These guys need to pull up their socks, this is ridiculous. Why is there no communication between Direct Axis and FNB?

Regards,

Ntando Siyo