Ongoing Debit Order Failure by DirectAxis/FNB – Damage to My Credit Record

I am extremely disappointed with the service received from DirectAxis and FNB regarding my loan account.

This is now the third time that my installment has not been debited despite sufficient funds being available in my account on the scheduled debit date. As a result, my account has been incorrectly reflected in arrears, causing unnecessary stress and negatively affecting my credit score and credit profile.

I have records and bank statements available to prove that funds were available when the debit order was due. It is unacceptable that I should suffer the consequences of a failure that is not of my making.

What makes this situation even more frustrating is that I previously approached DirectAxis to discuss increasing my installment amount or restructuring my loan account to ensure better account management. My request was declined. Now, due to the repeated failure of the debit process, my account has been unfairly impacted.

I require the following to be addressed immediately:

• A full investigation into why the debit orders were not processed despite sufficient funds being available. • Immediate correction of any arrears status reflected on my account. • Immediate correction of any adverse credit bureau listings and restoration of my credit record. • Written confirmation of the corrective actions taken.

If this matter is not resolved before 5 June 2026, I will have no option but to escalate it further through social media platforms and submit a formal complaint to the relevant Ombudsman and regulatory authorities.

As someone who works within the financial services industry, I am fully aware of my consumer rights and expect both institutions to act responsibly and rectify a problem that has resulted from their systems or processes.

I trust that DirectAxis and FNB will treat this matter with the urgency it deserves and provide a satisfactory resolution without further delay.