LB
Laura B
1 reviews | Active since Mar 2021
12 Mar 2021, 07:35
No response from customer service
Bad account management on Direct Axis side. - new loan account opened making use of the paid-up portion of my original loan - Account 1 was made “paid up” and closed 27/01/2021 ( supposedly, but was not processed on that date) - New account was opened on 27 /01/2021. - On the 02/02/21 a debit went off my account 1 for another instalment after it was paid up -A settlement notice was sent to me for account 1 on the 22/02/21 - I have sent numerous emails regarding the admin error and have repeated my story to numerous agents. Despite the return automated email saying someone will respond within 2 days, no one has taken action on the admin error that occurred and the agents I have spoken to promise to have the problem escalated and come back to me but no one ever does. - They simply need to read the mails sent to customerservice@ directaxis or listen to the recorded calls to sort out the problem.
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Replies (9)0
Replies (9)
DirectAxis's replyOfficial
12 Mar 2021, 09:58Hello Laura, Thanks for reaching out to us. Please accept our sincerest apologies for the difficulties and inconvenience you’ve experienced. We care about our customers and strive to deliver excellent service. We had a look at your account and have escalated your query to our Escalations Team as high importance so that they can urgently assist you. We will keep you in the loop until everything is sorted. Team DirectAxis
DirectAxis's reply12 Mar 2021, 09:58
Official
Hello Laura, Thanks for reaching out to us. Please accept our sincerest apologies for the difficulties and inconvenience you’ve experienced. We care about our customers and strive to deliver excellent service. We had a look at your account and have escalated your query to our Escalations Team as high importance so that they can urgently assist you. We will keep you in the loop until everything is sorted. Team DirectAxis
LB
Laura B's updateReviewer Update
15 Mar 2021, 09:23I received a call from Yolanda, who is trying to sort the problem out but the issue has still not been resolved. I now received an SMS stating I agreed to make a payment on the 17th. No such agreement has been made and the problem has yet to be resolved.
LB
Laura B's update15 Mar 2021, 09:23
Reviewer Update
I received a call from Yolanda, who is trying to sort the problem out but the issue has still not been resolved. I now received an SMS stating I agreed to make a payment on the 17th. No such agreement has been made and the problem has yet to be resolved.
LB
Laura B's updateReviewer Update
19 Mar 2021, 09:36The issue has still not been resolved. Can someone with a handy calculator please resolve this. Please don't call me to explain the entire story again, only to say you will look into the matter and contact me back. No-one ever calls back and I will not go through the whole thing again. Simply try this: Original loan was R120 000, Amount due on 27th January was R93 000, New loan offered and I received R27000 (difference between 120k & 93k), debit order incorrectly went off my account on 2nd Feb for R4300.
If the R4300 was included in the settlement amount, then I would have received a payment of R32000 instead of R27000. Please stop telling me I'm wrong. Someone made an admin error in not closing the old loan timeously and now I have to pay for their mistake. Do the math before calling me.
If the R4300 was included in the settlement amount, then I would have received a payment of R32000 instead of R27000. Please stop telling me I'm wrong. Someone made an admin error in not closing the old loan timeously and now I have to pay for their mistake. Do the math before calling me.
LB
Laura B's update19 Mar 2021, 09:36
Reviewer Update
The issue has still not been resolved. Can someone with a handy calculator please resolve this. Please don't call me to explain the entire story again, only to say you will look into the matter and contact me back. No-one ever calls back and I will not go through the whole thing again. Simply try this: Original loan was R120 000, Amount due on 27th January was R93 000, New loan offered and I received R27000 (difference between 120k & 93k), debit order incorrectly went off my account on 2nd Feb for R4300.
If the R4300 was included in the settlement amount, then I would have received a payment of R32000 instead of R27000. Please stop telling me I'm wrong. Someone made an admin error in not closing the old loan timeously and now I have to pay for their mistake. Do the math before calling me.
If the R4300 was included in the settlement amount, then I would have received a payment of R32000 instead of R27000. Please stop telling me I'm wrong. Someone made an admin error in not closing the old loan timeously and now I have to pay for their mistake. Do the math before calling me.
LB
Laura B's updateReviewer Update
25 Mar 2021, 08:35Still no resolution to my problem. Just had another call from someone from DA, I repeated the same story AGAIN, she listened then said hold on, and then a recorded electronic voice says “we are having problems with our system, please try again later” . This is ridiculous! And I keep getting messages saying I have missed my payment for the 31st March..... it’s the 25th March today!
LB
Laura B's update25 Mar 2021, 08:35
Reviewer Update
Still no resolution to my problem. Just had another call from someone from DA, I repeated the same story AGAIN, she listened then said hold on, and then a recorded electronic voice says “we are having problems with our system, please try again later” . This is ridiculous! And I keep getting messages saying I have missed my payment for the 31st March..... it’s the 25th March today!
DirectAxis's replyOfficial
25 Mar 2021, 09:00Hello Laura,
Thanks for responding to us.
We have escalated your feedback onto our Accounts Team and will let you know as soon as everything is sorted.
Team DirectAxis
Thanks for responding to us.
We have escalated your feedback onto our Accounts Team and will let you know as soon as everything is sorted.
Team DirectAxis
DirectAxis's reply25 Mar 2021, 09:00
Official
Hello Laura,
Thanks for responding to us.
We have escalated your feedback onto our Accounts Team and will let you know as soon as everything is sorted.
Team DirectAxis
Thanks for responding to us.
We have escalated your feedback onto our Accounts Team and will let you know as soon as everything is sorted.
Team DirectAxis
LB
Laura B's updateReviewer Update
29 Mar 2021, 07:33Still no resolution to my problem. Still promises to call me back and still no one calls back.
LB
Laura B's update29 Mar 2021, 07:33
Reviewer Update
Still no resolution to my problem. Still promises to call me back and still no one calls back.
LB
Laura B's updateReviewer Update
31 Mar 2021, 06:29Still no resolution or call. Is this the part where You force me to give up the fight and simply write-off the payment I made? It’s absolutely disgusting that in 2 months, no one at Direct Axis can give me a reason why a payment went off my account for a loan amount that was settled.
LB
Laura B's update31 Mar 2021, 06:29
Reviewer Update
Still no resolution or call. Is this the part where You force me to give up the fight and simply write-off the payment I made? It’s absolutely disgusting that in 2 months, no one at Direct Axis can give me a reason why a payment went off my account for a loan amount that was settled.
DirectAxis's replyOfficial
31 Mar 2021, 08:09Hello Laura,
Our Collections Team tried contacting you but your cell phone remained unanswered. Please provide us with an alternative contact number and a suitable time to call.
Team DirectAxis
Our Collections Team tried contacting you but your cell phone remained unanswered. Please provide us with an alternative contact number and a suitable time to call.
Team DirectAxis
DirectAxis's reply31 Mar 2021, 08:09
Official
Hello Laura,
Our Collections Team tried contacting you but your cell phone remained unanswered. Please provide us with an alternative contact number and a suitable time to call.
Team DirectAxis
Our Collections Team tried contacting you but your cell phone remained unanswered. Please provide us with an alternative contact number and a suitable time to call.
Team DirectAxis
LB
Laura B's updateReviewer Update
17 Apr 2021, 08:27I received a call from Madeneyah who acknowledged my query, requesting info from me which I mailed through accordingly. She promised to review the situation & come back to me. That was more than 2 weeks ago and I have still not heard back from her despite emails to my request. I am 100% sure that an error has been made by DirectAxis and my complaint has constantly been swept under the carpet. Is this in the hope that if the complaint is ignored, it will simply disappear?
LB
Laura B's update17 Apr 2021, 08:27
Reviewer Update
I received a call from Madeneyah who acknowledged my query, requesting info from me which I mailed through accordingly. She promised to review the situation & come back to me. That was more than 2 weeks ago and I have still not heard back from her despite emails to my request. I am 100% sure that an error has been made by DirectAxis and my complaint has constantly been swept under the carpet. Is this in the hope that if the complaint is ignored, it will simply disappear?