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Faranaaz S

1 reviews | Active since Apr 2009

02 Oct 2020, 10:11

Horrific Service

About 3 weeks ago I called to get a settlement figure, to which the lady asked how long must she make the settlement for. I said to the end of September as thats when payment will be made. When I received the letter it stated it was only valid for 5 days. I then sent an email requesting a settlement letter a week ago and received generated response that a consultant will contact me in 2 working days. Still waiting for that to happen. So now Im calling in for a new letter but you go through to an automated system that says they will transfer you to a consultant but you never get through to the consultant and the line hangsup. Its shocking the level of service and the fact that you can not get hold of anyone!!

0
Replies (3)
DirectAxis
DirectAxis's reply05 Oct 2020, 09:45
Official
Hello Faranaaz, 
Thanks for reaching out to us. 

Kindly accept our humble apologies with regards to the poor service you have received. We completely understand your frustration and will try our best to assist you as soon as we can. 

Please be aware that we are currently experiencing an influx of calls on a daily basis but also note that our customers are our top priority at all times. 

We will escalate the matter to our support team and a consultant will contact you. 

Team DirectAxis 

FS
Faranaaz S's update05 Oct 2020, 16:03
Reviewer Update
A consultant has not contacted me, but I did eventually get through to someone who provided me with a settlement letter. I paid according to the letter, but I have not received my paid up letter and nor is the account closed. I do not want to be charged for interest and then advised that my account cannot be closed as there is still and outstanding amount due to your incompetence. I want the account closed and a paid up letter provided asap.
DirectAxis
DirectAxis's reply06 Oct 2020, 08:57
Official
Hello Faranaaz,

Thanks for reaching out to us.

We are extremely sorry for the slight delay in resolving your query. 

We have escalated the matter to our management team and will ensure a consultant contacts you and provide you with your paid up letter.

Team DirectAxis