JA
Julian A
1 reviews | Active since Feb 2021
05 Feb 2021, 11:13
******* Debit Order
I have a direct axis loan from 2018. Since August last year I was retrenched & subsequently app**** for the retrenchment benefit to be activated. Hollard are direct axis insurers and duly approved it. Payments thereafter were made to direct axis from Hollard. However, direct axis continued to debit my account, despite being paid by Hollard. In the first week of December last year I contacted the call centre, who confirmed that the debit orders would be reversed within 7 - 10 working days.
By the end of January this year, with no money credited to my account, I called to enquire again. I was appalled to hear that the debit order was still activated and no reversal authorized. So direct axis are *******ly debiting my account as well as enjoying the benefit of being paid by Hollard.
Extremely disappointed with Direct Axis.
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Replies (3)0
Replies (3)
DirectAxis's replyOfficial
05 Feb 2021, 12:01Hello Julian, Thanks for reaching out to us. Please accept our humble apologies for the difficulties and inconvenience we have caused, we understand and acknowledge your frustration. Please know that we care about our customers and our aim is to provide them with excellent service. We have escalated your query to our Claims Department and will ensure the matter is highly prioritised. We will let you know as soon as everything has been taken care of. Team DirectAxis
DirectAxis's reply05 Feb 2021, 12:01
Official
Hello Julian, Thanks for reaching out to us. Please accept our humble apologies for the difficulties and inconvenience we have caused, we understand and acknowledge your frustration. Please know that we care about our customers and our aim is to provide them with excellent service. We have escalated your query to our Claims Department and will ensure the matter is highly prioritised. We will let you know as soon as everything has been taken care of. Team DirectAxis
DirectAxis's replyOfficial
08 Feb 2021, 15:05Hello Julian, We have received confirmation that you have been contacted by our Claims Team and that everything has been sorted. If you have any further questions please send us a private reply and we will assist you. Team DirectAxis
DirectAxis's reply08 Feb 2021, 15:05
Official
Hello Julian, We have received confirmation that you have been contacted by our Claims Team and that everything has been sorted. If you have any further questions please send us a private reply and we will assist you. Team DirectAxis
JA
Julian A's updateReviewer Update
12 Feb 2021, 10:38Good Morning Direct Axis
Apparently, sending you'll a ''private reply'' does not attract the same urgency and response as when it is publicly displayed.
AS per your reply above on Monday stating "that everything has been sorted out," today is Friday and my money has still not been returned to me. I sent a ''private reply'' on Wednesday because as per your promise, your claims team have not sorted it out. Instead, Nomvuyo Valashiya requested that I submit a copy of my ID and proof of residence, via document requester Jody Searl. Why is this necessary or even a requirement, for a reversal of funds *******ly debited from my account? Direct Axis should be possession of both documents and anyway, you send me statements with my physical address on it. I did oblige however and also requested for Jody Searl to contact me to ascertain the reason/s why, but to date neither has happened. Did you follow up with the claims team to confirm debit order reversal?
Judging by the number of complaints, it is evident that Direct Axis do not value their customers after initiating their loans, are extremely poor at service delivery, and clearly not competent enough to perform your job functions satisfactorily.
Appalling service. I'm Extremely angry. And I've now referred the matter to the ombudsman.
Please get one of your Senior Managers or Directors (if you'll have any of those) to call me.
Apparently, sending you'll a ''private reply'' does not attract the same urgency and response as when it is publicly displayed.
AS per your reply above on Monday stating "that everything has been sorted out," today is Friday and my money has still not been returned to me. I sent a ''private reply'' on Wednesday because as per your promise, your claims team have not sorted it out. Instead, Nomvuyo Valashiya requested that I submit a copy of my ID and proof of residence, via document requester Jody Searl. Why is this necessary or even a requirement, for a reversal of funds *******ly debited from my account? Direct Axis should be possession of both documents and anyway, you send me statements with my physical address on it. I did oblige however and also requested for Jody Searl to contact me to ascertain the reason/s why, but to date neither has happened. Did you follow up with the claims team to confirm debit order reversal?
Judging by the number of complaints, it is evident that Direct Axis do not value their customers after initiating their loans, are extremely poor at service delivery, and clearly not competent enough to perform your job functions satisfactorily.
Appalling service. I'm Extremely angry. And I've now referred the matter to the ombudsman.
Please get one of your Senior Managers or Directors (if you'll have any of those) to call me.
JA
Julian A's update12 Feb 2021, 10:38
Reviewer Update
Good Morning Direct Axis
Apparently, sending you'll a ''private reply'' does not attract the same urgency and response as when it is publicly displayed.
AS per your reply above on Monday stating "that everything has been sorted out," today is Friday and my money has still not been returned to me. I sent a ''private reply'' on Wednesday because as per your promise, your claims team have not sorted it out. Instead, Nomvuyo Valashiya requested that I submit a copy of my ID and proof of residence, via document requester Jody Searl. Why is this necessary or even a requirement, for a reversal of funds *******ly debited from my account? Direct Axis should be possession of both documents and anyway, you send me statements with my physical address on it. I did oblige however and also requested for Jody Searl to contact me to ascertain the reason/s why, but to date neither has happened. Did you follow up with the claims team to confirm debit order reversal?
Judging by the number of complaints, it is evident that Direct Axis do not value their customers after initiating their loans, are extremely poor at service delivery, and clearly not competent enough to perform your job functions satisfactorily.
Appalling service. I'm Extremely angry. And I've now referred the matter to the ombudsman.
Please get one of your Senior Managers or Directors (if you'll have any of those) to call me.
Apparently, sending you'll a ''private reply'' does not attract the same urgency and response as when it is publicly displayed.
AS per your reply above on Monday stating "that everything has been sorted out," today is Friday and my money has still not been returned to me. I sent a ''private reply'' on Wednesday because as per your promise, your claims team have not sorted it out. Instead, Nomvuyo Valashiya requested that I submit a copy of my ID and proof of residence, via document requester Jody Searl. Why is this necessary or even a requirement, for a reversal of funds *******ly debited from my account? Direct Axis should be possession of both documents and anyway, you send me statements with my physical address on it. I did oblige however and also requested for Jody Searl to contact me to ascertain the reason/s why, but to date neither has happened. Did you follow up with the claims team to confirm debit order reversal?
Judging by the number of complaints, it is evident that Direct Axis do not value their customers after initiating their loans, are extremely poor at service delivery, and clearly not competent enough to perform your job functions satisfactorily.
Appalling service. I'm Extremely angry. And I've now referred the matter to the ombudsman.
Please get one of your Senior Managers or Directors (if you'll have any of those) to call me.