Not willing to assist when needed

On the 16th of August 2021 roundabout 12:19, I phoned Direct Axis to make payment arrangements since we had 2 Covid related funerals during this month. I spoke to Xolisa and she assured me that the instalment for this month she cancelled and that I had to phone on the 1st of September 2021 to reinstate the debit order. I also explained to her that this was my last resort as I do not want my credit record to be tarnished. Whereby she said as long as I make the payment arrangements on the instalment of August and reinstate my debit order with Direct Axis I don’t need to worry.

However today the instalment went off and I am in a predicament because I borrowed money for the funerals and need to pay it back the end of August 2021.

I phoned/tried to call the number *** this morning(holding/transferring me for more then an hour without any luck) to enquire about what happened and a lady said since I am not part of the unrest this will not be possible. Does Direct Axis treat all their clients in this manner if they have a situation? No know for I fact the other financial institutions put their clients first and try to assist them.

I have phoned beforehand, why was this not explained to me?

Xolisa assured me she cancelled my payment/debit order.

This is my first payment arrangement for Direct Axis since I became and client and this is the help I received?