Poor service - No feedback but debit order mandate is already sent to my back

I am extremely disappointed with the level of service received from DirectAxis.

I submitted a loan application on Friday, 10 April, and to date, I have received no clear or meaningful feedback regarding the status or any delays. All requested supporting documents were submitted promptly on Monday, yet there has been no progress communicated since then.

Each day, I am told the application is “with underwriting,” and that someone will follow up with me — however, no one ever does. Calling the call centre has proven to be ineffective, as no representative is able to provide any concrete updates or accountability.

To make matters worse, a debit order mandate has already been sent to my bank, which I have accepted — yet there is still no clear indication of when the funds will be paid out. This is completely unacceptable. If there is a holdup, what exactly is the issue?

It is unreasonable to expect a customer to continuously chase feedback with no resolution or transparency. This lack of communication and ownership is deeply frustrating.

At this point, I would like to know: who is responsible for handling this matter, and when can I expect a clear and definitive response?