Pathetic Service Delivery

I've been a client of DirectAxis for many many years. Their turnaround time to assist with a loan up to the point of approval and finalization was tops. Something seriously went wrong with that company. My wife recently interacted with them for a personal loan and she struggled for quite some time to go through their process until it was eventually paid out.

I app**** for a further loan yesterday on line. I app**** for an additional amount of R 30 000. Soon thereafter, I received a call from one of their consultants, a lady, and we went through all the financial and personal details, which is the norm of DirectAxis. When we were done with everything, she confirmed that my loan was approved. I also immediately received an sms to this regard. The consultant told me that someone else from DirectAxis will phone me to finalize the contract. I also received another sms requesting me to submit supporting docs to their e-mail "***. I did it immediately. All of these above are part of the normal process that is followed when applying for a loan.

However, then their service dropped to a level of poor/pathetic.

I received calls from a DirectAxis number *** and every I answer the phone there was no one on the other side. At one time when I answered, a robot told me to hold on. I hold on and hold on and hold on and nothing. So I ended the call. This all happened yesterday.

This morning I phoned back on the above mentioned number and every time after giving all my details the person on the other side told me that she's sent an e-mail to the contracts dept, requesting to phone me back. I was told that my application is with the contracts dept. Thereafter I phoned back and phoned back, every time going through the same HORRIFIC process and then the consultant told me she will sent an e-mail to the contracts dept. EVERY TIME I EXPLAINED THE ISSUE OF NON-RESPONSE from their side.

This afternoon when I phoned AGAIN the consultant told me that I can get a debt consolidation loan of R 300 000 with a monthly payment of over R 9000. I explained to him that THAT s not what I app**** for and I'm not interested in the debt consolidation loan. I told him yet again that I app**** for R 30 000.

He then told me that I cannot get a personal loan because my current loan's setttle amount is approx R 155 000 and I only qualify for R 99 000 which is therefore a negative. but HE CAN HELP ME WITH THE DEBT CONSOLIDATION LOAN. I told him THAT IS NOT WHAT I APP**** FOR AND WHAT WAS APPROVED. I told him yet again I received an SMS indicating that my further loan for R 30 000 was approved after I went through the whole process and why would my application be at the CONTRACTS dept if my original application was NOT approved.

PATHETIC is the only word for this. Their service is at a level NON-EXISTENCE.