I am owed by Direct Axis for what was to be a simple process.

I app**** online Saturday 12 November 2022 and then indicated that I will provide my own insurance and pay the initiation fee. I uploaded all documents including the policy schedule and the PoP for the R1207 initiation fee. I then received an email to say the policy was insufficient as it did not cover retrenchment although it had all other elements. I was conflicted and felt like cancelling but I need the funds for an emergency. Wednesday they tried contacting me but I wasn't available. On Thursday I finalized the contract and even authorized the debit order approval on my banking app. Friday via sms I received a message saying the application was about to be canceled if I needed help I should call this number. I made a screengrab and emailed and asked what was this all about. No response. I called Friday, Saturday and all calls were being cut. Everyone has complained about very bad Direct Axis phone lines and there seems to be no appetite to fix this. Today (13h46) it is Monday 21 November I eventually went through and I was told the application was cancelled. I asked how and the guy then said it was an error on their system, they will reload the application. Had I not called they would not have picked this up. He said he will ask the guy responsible for my account to call me. It is now 16h21, 9 days later, Direct Axis owes me R1207 and I do not have the loan.