LM
LE M
1 reviews | Active since Nov 2019
23 Feb 2021, 09:15
No response for excess payment refund
Excess payment was made into my directaxis loan account. I have been requesting a refund on the excess amount since mid January 2021 with numerous emails to wesbank. On the 9th February 2021 I finally received a response from wesbank referring me to the *** / ***. On the same day, the 9th February, i emailed direct axis on the customercare address provided, i also ccd them on the cashpower address. The excess amount has been reflecting on the FNB app but disappeared about two days ago. Worried as i was, i downloaded my statement on the wesbank website and luckily the amount is reflecting on the statement as "advance amount" I have received no response from directaxis after numerous emails, except for the automated response. Direct axis, please respond to my emails and refund the excess amount paid into your account.
Helpful (0)
Replies (6)0
Replies (6)
DirectAxis's replyOfficial
23 Feb 2021, 11:39Hello LE M,
Please accept our sincerest apologies, we understand your frustration and will ensure the issue is resolved as soon as possible.
We will escalate the matter to our support team, in order for them to close your account and log for your refund to be successful, should they need anything from you they will request the necessary documents to be sent through to us.
A consultant will contact you to clarify what is needed from you.
Team DirectAxis
Please accept our sincerest apologies, we understand your frustration and will ensure the issue is resolved as soon as possible.
We will escalate the matter to our support team, in order for them to close your account and log for your refund to be successful, should they need anything from you they will request the necessary documents to be sent through to us.
A consultant will contact you to clarify what is needed from you.
Team DirectAxis
Best regards,
DirectAxis's reply23 Feb 2021, 11:39
Official
Hello LE M,
Please accept our sincerest apologies, we understand your frustration and will ensure the issue is resolved as soon as possible.
We will escalate the matter to our support team, in order for them to close your account and log for your refund to be successful, should they need anything from you they will request the necessary documents to be sent through to us.
A consultant will contact you to clarify what is needed from you.
Team DirectAxis
Please accept our sincerest apologies, we understand your frustration and will ensure the issue is resolved as soon as possible.
We will escalate the matter to our support team, in order for them to close your account and log for your refund to be successful, should they need anything from you they will request the necessary documents to be sent through to us.
A consultant will contact you to clarify what is needed from you.
Team DirectAxis
Best regards,
LM
LE M's updateReviewer Update
08 Mar 2021, 08:1616 days later. No contact from direct axis. No refund from direct axis ?????????????????
LM
LE M's update08 Mar 2021, 08:16
Reviewer Update
16 days later. No contact from direct axis. No refund from direct axis ?????????????????
LM
LE M's updateReviewer Update
08 Mar 2021, 08:39But the excess amount/ advance amount does not appear on the February statement as it did on the January statement (30/01/2021). There is not even a trace on the latest February statement (28/02/2021) indicating the whereabouts of the excess amount. Instead, they continue to bill service fee and interests despite the account been settled or overpaid for that matter.
LM
LE M's update08 Mar 2021, 08:39
Reviewer Update
But the excess amount/ advance amount does not appear on the February statement as it did on the January statement (30/01/2021). There is not even a trace on the latest February statement (28/02/2021) indicating the whereabouts of the excess amount. Instead, they continue to bill service fee and interests despite the account been settled or overpaid for that matter.
LM
LE M's updateReviewer Update
29 Mar 2021, 08:46By the way, my issue has not yet been resolved to date.
So over the weekend i received an anonymous sms, obviously from direct axis.
"your personal loan remains unpaid, Pay R ..... by 27/03/2021. Your bureau profile will be updated with all payments received. account number ........ Ref ID NUMBER"
This is despite the fact that the account was settled almost 3 months ago.
How pathetic?????????
So over the weekend i received an anonymous sms, obviously from direct axis.
"your personal loan remains unpaid, Pay R ..... by 27/03/2021. Your bureau profile will be updated with all payments received. account number ........ Ref ID NUMBER"
This is despite the fact that the account was settled almost 3 months ago.
How pathetic?????????
LM
LE M's update29 Mar 2021, 08:46
Reviewer Update
By the way, my issue has not yet been resolved to date.
So over the weekend i received an anonymous sms, obviously from direct axis.
"your personal loan remains unpaid, Pay R ..... by 27/03/2021. Your bureau profile will be updated with all payments received. account number ........ Ref ID NUMBER"
This is despite the fact that the account was settled almost 3 months ago.
How pathetic?????????
So over the weekend i received an anonymous sms, obviously from direct axis.
"your personal loan remains unpaid, Pay R ..... by 27/03/2021. Your bureau profile will be updated with all payments received. account number ........ Ref ID NUMBER"
This is despite the fact that the account was settled almost 3 months ago.
How pathetic?????????
DirectAxis's replyOfficial
29 Mar 2021, 10:10Hello Le M,
Thanks for reaching out to us.
We apologise for the delay in getting your query resolved.
We have re-escalated the matter as of high importance so that they can urgently assist you.
Team DirectAxis
Thanks for reaching out to us.
We apologise for the delay in getting your query resolved.
We have re-escalated the matter as of high importance so that they can urgently assist you.
Team DirectAxis
Best regards,
DirectAxis's reply29 Mar 2021, 10:10
Official
Hello Le M,
Thanks for reaching out to us.
We apologise for the delay in getting your query resolved.
We have re-escalated the matter as of high importance so that they can urgently assist you.
Team DirectAxis
Thanks for reaching out to us.
We apologise for the delay in getting your query resolved.
We have re-escalated the matter as of high importance so that they can urgently assist you.
Team DirectAxis
Best regards,
LM
LE M's updateReviewer Update
02 Apr 2021, 06:30Prompt response on this platform and don't be fooled, because that's about it, my query is still unresolved.
Access amount I overpaid into my account doesn't reflect anymore on either the statements or the FNB mobile app, so there is no trace for me to follow up on what happened to the overpaid amount.
As a last resort one will have to approach the industry regulator to get to the bottom of this.
Access amount I overpaid into my account doesn't reflect anymore on either the statements or the FNB mobile app, so there is no trace for me to follow up on what happened to the overpaid amount.
As a last resort one will have to approach the industry regulator to get to the bottom of this.
LM
LE M's update02 Apr 2021, 06:30
Reviewer Update
Prompt response on this platform and don't be fooled, because that's about it, my query is still unresolved.
Access amount I overpaid into my account doesn't reflect anymore on either the statements or the FNB mobile app, so there is no trace for me to follow up on what happened to the overpaid amount.
As a last resort one will have to approach the industry regulator to get to the bottom of this.
Access amount I overpaid into my account doesn't reflect anymore on either the statements or the FNB mobile app, so there is no trace for me to follow up on what happened to the overpaid amount.
As a last resort one will have to approach the industry regulator to get to the bottom of this.