Never take a loan with this ****ty company

We pride ourselves on delivering the best possible customer service” This is the slogan you have on your website and I personally did not experience that service today The service I received from your company was the worst service ever I don’t wish that type of service to even my worst enemy!! I called your offices today and explained so nicely to the consultant that I would like to negotiate for a settlement proposal as I forsee I will be facing some financial difficulty in the near future and thus will not be able to honour my debit order I explained to your consultant that I have 10 000 that I would like to offer, she informed me the settlenent amount is 11 200 and there is nothing else she could do, I requested her to escalate this to her manager, the lady by the name of Sadika came to the phone she also informed she could not assist me as my ACCOUNT IS NOT IN ARREARS!!so my question is very simple I am not getting a settlement disscount even after voicing my difficulty just because I have been paying the account religiously? WOW so in essence what direct axis is saying is that if I was not paying my account and the company was now desperate for money from me they would then accept my money, so I need to be in arrears first to get any type of assistance. I informed Sadika there are 2 other creditors that I could pay with this money but I wanted to negotiate with your compnay because the instalment here was much higher, she said she still can not help she will escalate to Alfonso in collections department 1st of all I was informed he will call me when he is done with his call and nothing happened, this was 10:30 in the morning, I called back at 13:30 I was informed he is in a meeting till 14:00 I asked to be called at 15:00 he never called back I called the office at 15:30 I was informed they are not sure that he is in the office, Thank goodness he called as was still busy with the lady. He said to me they cant help me the offer given is final, there was no apology from him for not coming back to me what soever, he was not giving me a chance to speak on the phone always speaking over me, he then boldly told me I can lodge a complaint if I want my matter to finalised or reviewed I asked him more than once if he is encouraging me to put a complaint to get attention on this matter and all the time he repeated himself by saying that’s exactly what I am saying..WOW! and yet you say you are delivering best possible customer service? By encouraging your clients to complaint first before their matters are looked at, which company does that???? I asked this man if he is the manager in the department he could not answer me I had to ask 3 times, eventually he told me he is not the manager yet I was informed by Sadika that she will escalate to manager in the relevant department, I mean what kind of nonsense is this? I asked to speak to a manager I was put on hold for 33 minutes and the next thing I know the phone was put down – is that the kind of service you are talking about?when I called the offices back I was informed Alfonso just left the office I was left confused the man put me on hold and said he is getting a manager on the phone I waited like a fool as you can see the screen shot below and the person just put the phone down and left the office? Is that the type of service you are speaking about?the lady half heartedly apologized took my details and said her manager will give me a call after an hour....no one called me and I was not surprised so this is the service you give to clients?you are only happy to collect premium but when a person cries for help you are not able to assist? I will be taking this up with ombudsman Should your office fail to resolve this to my satisfaction.