Item: DirectAxis
Rating: 1
Author: MARCIA G

DirectAxis's replyOfficial

31 May 2021, 15:09

Hello MARCIA, Thank you for reaching out to us. We want to apologise for the experience you’ve had. It’s not our usual standard and we understand how frustrating this delay must be. We are sorry you’ve had to spend so much time on this. Thank you for your settlement payment. Our closure process takes up to 10 business days. We’ll escalate your query to our Customer Care support team and have them send your paid up letter as soon as your account is closed. We will also monitor and keep you in the loop until everything is sorted out. Team DirectAxis

Best regards,

DirectAxis's reply31 May 2021, 15:09

Official

Hello MARCIA, Thank you for reaching out to us. We want to apologise for the experience you’ve had. It’s not our usual standard and we understand how frustrating this delay must be. We are sorry you’ve had to spend so much time on this. Thank you for your settlement payment. Our closure process takes up to 10 business days. We’ll escalate your query to our Customer Care support team and have them send your paid up letter as soon as your account is closed. We will also monitor and keep you in the loop until everything is sorted out. Team DirectAxis

Best regards,

MG

MARCIA G's updateReviewer Update

31 May 2021, 16:32

Thank you for quick response. Please explain why it take so long for account to be closed.. And why do you charge interest on the account?

MG

MARCIA G's update31 May 2021, 16:32

Reviewer Update

Thank you for quick response. Please explain why it take so long for account to be closed.. And why do you charge interest on the account?

MG

MARCIA G's updateReviewer Update

08 Jun 2021, 11:37

I am still waiting for the account to be closed 10 working days have passed. Please just close the account and send me the letter that is all I ask. I have phoned yesterday but the person speaking to me is so unclear - cannot understand what he/she is saying and to make it worse I was cut off. You wait for at least 5 minutes to get somebody to answer the phone. Is there any other way to get a letter from you phone number or email address?... What is your settlement departments number/email address.

MG

MARCIA G's update08 Jun 2021, 11:37

Reviewer Update

I am still waiting for the account to be closed 10 working days have passed. Please just close the account and send me the letter that is all I ask. I have phoned yesterday but the person speaking to me is so unclear - cannot understand what he/she is saying and to make it worse I was cut off. You wait for at least 5 minutes to get somebody to answer the phone. Is there any other way to get a letter from you phone number or email address?... What is your settlement departments number/email address.

DirectAxis's replyOfficial

09 Jun 2021, 09:42

Hello Marcia, We’re sorry about the delay in resolving your query. The delay is caused by system issues and we will attend to your query as soon as the systems is up and running. Team DirectAxis

Best regards,

DirectAxis's reply09 Jun 2021, 09:42

Official

Hello Marcia, We’re sorry about the delay in resolving your query. The delay is caused by system issues and we will attend to your query as soon as the systems is up and running. Team DirectAxis

Best regards,

MG

MARCIA G's updateReviewer Update

09 Jun 2021, 09:58

Please it is a matter of urgency.. I need to apply for a bond and proof of settlement is needed to prove that I do not have this expence.

MG

MARCIA G's update09 Jun 2021, 09:58

Reviewer Update

Please it is a matter of urgency.. I need to apply for a bond and proof of settlement is needed to prove that I do not have this expence.

DirectAxis's replyOfficial

17 Jun 2021, 16:24

Hello Marcia,

We're pleased to confirm that your account is now closed. A paid-up letter has been emailed to you and you should receive it during the day. If you require further assistance, please let us know.

Team DirectAxis

Best regards,

DirectAxis's reply17 Jun 2021, 16:24

Official

Hello Marcia,

We're pleased to confirm that your account is now closed. A paid-up letter has been emailed to you and you should receive it during the day. If you require further assistance, please let us know.

Team DirectAxis

Best regards,

MG

MARCIA G's updateReviewer Update

17 Jun 2021, 16:29

Thank you very much

MG

MARCIA G's update17 Jun 2021, 16:29

Reviewer Update

Thank you very much

DirectAxis's replyOfficial

17 Jun 2021, 17:01

You are welcome.

Best regards,

DirectAxis's reply17 Jun 2021, 17:01

Official

You are welcome.

Best regards,

MG

MARCIA G's updateReviewer Update

18 Jun 2021, 13:05

Please notecthat I still did not recieve my paid up letter. Please send it to ***. Could you please send it urgently.. My bond application is being stalled they need it urgently.. Your help would be greatly appreciated.

MG

MARCIA G's update18 Jun 2021, 13:05

Reviewer Update

Please notecthat I still did not recieve my paid up letter. Please send it to ***. Could you please send it urgently.. My bond application is being stalled they need it urgently.. Your help would be greatly appreciated.

MG

MARCIA G's updateReviewer Update

21 Jun 2021, 10:27

Please note that when I phoned this morning I was informed that your system is offline again. I have tried during the course of the weekend and spoke to your client department and they have send me a settlement letter instead of a paid up letter and to make it worse this was not even for the correct client. Please what must I do to get a paid up letter from you?

MG

MARCIA G's update21 Jun 2021, 10:27

Reviewer Update

Please note that when I phoned this morning I was informed that your system is offline again. I have tried during the course of the weekend and spoke to your client department and they have send me a settlement letter instead of a paid up letter and to make it worse this was not even for the correct client. Please what must I do to get a paid up letter from you?

DirectAxis's replyOfficial

21 Jun 2021, 16:43

Hello Marcia,

We have requested our Customer Care Support Team to draft a manual letter.

Please let us know once you have received it.

Team DirectAxis

Best regards,

DirectAxis's reply21 Jun 2021, 16:43

Official

Hello Marcia,

We have requested our Customer Care Support Team to draft a manual letter.

Please let us know once you have received it.

Team DirectAxis

Best regards,

MG

MARCIA G's updateReviewer Update

21 Jun 2021, 17:13

Hi

Kindly try to send the paid up letter to *** (fax to email)

thank you

Marcia.

MG

MARCIA G's update21 Jun 2021, 17:13

Reviewer Update

Hi

Kindly try to send the paid up letter to *** (fax to email)

thank you

Marcia.

DirectAxis's replyOfficial

22 Jun 2021, 09:08

Hello Marcia, we have passed on your request to our Customer Care Team.

Best regards,

DirectAxis's reply22 Jun 2021, 09:08

Official

Hello Marcia, we have passed on your request to our Customer Care Team.

Best regards,

MG

MARCIA G's updateReviewer Update

22 Jun 2021, 09:30

Kindly let me know when I can expect the letter to be sent?

MG

MARCIA G's update22 Jun 2021, 09:30

Reviewer Update

Kindly let me know when I can expect the letter to be sent?

MG

MARCIA G's updateReviewer Update

22 Jun 2021, 15:09

Thanks I have received the letter.

MG

MARCIA G's update22 Jun 2021, 15:09

Reviewer Update

Thanks I have received the letter.

DirectAxis's replyOfficial

22 Jun 2021, 15:54

Hello Marcia,

Thank you for confirming receipt.

Should you require further assistance do let us know.

Team DirectAxis

Best regards,

DirectAxis's reply22 Jun 2021, 15:54

Official

Hello Marcia,

Thank you for confirming receipt.

Should you require further assistance do let us know.

Team DirectAxis

Best regards,

Poor customer service regarding settlement.