Noi responses via official channels - Urgent matters go unanswered - Cold Customer Care

I have to prefix this with the fact that DirectAxis has always been easy to deal with to GET a loan, and I am thankfull for that.

HOWEVER - my absolute major issue with them is their Customer Care and flaws in the system or lack of wanting to assist in certainn matters which means that you receive no replies or call backs on issues that require a response and urgent assistance.

Here was my request [multiple times] via all of their relevant comms channels, including their emails and WhatsApp channels. Call don't even go through.

Herewith my request via their official channels that go completely unanswered:

Good day.

I have tried multiple avenues, including your WhatsApp line, to get information on how to make an arrangement or talk about a payment skip as was arranged during COVID.

Account number ########

Customer number ##########

ID number - ##########

The situation is a bit hectic - we've moved to KZN to be closer to the right medical experts in regards to my wife's health, which is on shaky ground, but we are making great moves towards getting her better and manage her health issues.

Between the move and medical treatments, heart procedure and tests, we've been beaten to the ground with extra expenses.

We have our own small language school and over November and December we had a slew of parents not pay [as they decided that going on holiday take priority over paying their fees] and we needed to make sure that our staff members got paid.

This forced us to have only half of our household salaries to come in and with that we have dragged out our payments as much as we can.

I recall that during COVID, I contacted DirectAxis on my previous loan and I was granted a payment break [obviously it was the loan term being extended and interest being added] and that saved us from losing the roof over our heads.

I was wondering what the process is to see of it might be able to have a payment arrangement in regards to a payment break for a month or two - obviously I understand that the loan term and the interest on it will be extended.

I am taking a last ditch effort shot in the dark here - it ABSOLUTELY not possible, I will find a way to make something happen to get the payments coming, but I have been with Sanlam and DirectAxis for years and I have always been able to take any issues to them. It has been over 5 years since the last time where I needed assistance of this kind.

ANY HELP would be HIGHLY appreciated.

SO THAT WAS MY CORRESPONDANCE AND I FEEL THAT ONCE THEY GET THAT DEBIT GOING,THEN THEY DON'T WANT TO DEAL WITH YOU ANY FURTHER...Giv us our money and be quiet is how I feel right now - and that was NEVER like that with them.

Sad situation - customer coming with an issue and being ignored - YEARS of dealing with Sanlam/DirectAxis and I have a fantastic payment profile and record with them - - and no, no consideration or responses.

Really sad - feels like dealing with FNB - just cold and mechanical - not what I expected from them.

I kept on going back as they felt like the ONE company willing to help and understand - seems to be a shift there now - moving into the realm of other lenders.