Incompetence on another level

Good Day,

I am a truly frustrated client and would have loved to resolve this telephonically but one holds for ages on the line, when you finally get hold of an agent, the call cuts after being transferred to the correct department. This has happened to me many times.

On the 14th of August 2020 I received an email from DirectAxis, confirming a change in my banking details, which I had apparently authorised on the 13th of August 2020. I did not authorise any changes to my banking details, nor did I recognise the "new" banking details, as my account number has been the same for over 15 years. I called the Collections department and was told it was a system error, apparently since I was on COVID-19 Relief in April, May and June, the system reverted back to the COVID-19 Relief banking details. This is strange to me, seeing as my DirectAxis debit order went off my account as normal for the month of July 2020. Anyway, the account details were changed back my my personal account details.

On the 22nd of August 2020 I received another letter via email, the letter is dated 21 August 2020 and states the following:

"Please take notice that in terms of your authorisation dated the 2020/08/21, you have requested the Credit Provider to raise a debit order that is in addition to any regular debit order already being charged to your bank account in terms of the authority given under your personal loan account specified above.The debit order will be deducted on 2020/08/21 and will be for an amount of R*******. In terms of your authorisation referred to above, these charges will be deducted from the following bank account:"

I'd like to address 3 things...number 1, I did not not speak to anyone from DirectAxis on the 21st of August 2020, secondly, I did not authorise any additional debit order to be raised, thirdly, the bank account mentioned in that letter is NOT mine. It looks like the same COVID-19 relief bank account they used last time, but I am no longer on COVID relief, my agreement was for April, May and June only. What is more disturbing is that I can see on my FNB profile that this amount was debited from this unknown bank account number and is idling under "Available" on my personal loan account. I want this resolved as in yesterday, I will NOT be held liable for additional money on my FNB Covid Relief Loan, which I did not ask for.

Regards,

Ntando Siyo