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Maryke C

1 reviews | Active since Aug 2018

03 Aug 2018, 12:11

Refusal to refund an incorrect payment

We paid DirectAxis by mistake in stead of paying Axiz (Pty) Ltd on 12 June 2018. We have phoned several times and we are sending mails almost every 3rd day and they are basically ignoring our repayment requests and saying we should not have made the mistake.

It is impossible to get hold of a manager and a consultant eventually told us to contact Wesbank as they are responsible for their accounts.

Wesbank's service has been even worse as they keep asking us to resend the proof and documents

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Replies (8)
DirectAxis
DirectAxis's reply03 Aug 2018, 12:29
Official

Hello, please accept our sincerest apologies. We've escalated your feedback and it is now being investigated. You'll be kept in the loop until everything has been taken care of. Team DirectAxis

Best regards,

DirectAxis
DirectAxis's reply03 Aug 2018, 13:15
Official

The reason for requesting proof of payment is so they are able to track the funds using certain information such as;

  1. The reference used to perform the transaction.
  2. The exact amount paid.
  3. The date and time.
  4. Account information needed to pay the funds back to.

Please feel free to send the information we require in order to assist you onto ***.

Best regards,

MC
Maryke C's update03 Aug 2018, 13:42
Reviewer Update
Dear Dirext Axis, this information has already been sent to you, several times and you told us "sorry we do not manage our accounts, contact Wesbank, we can only trace customer payments". Problem is we are not a customer of yours, our reference is clearly stated and we loaded you via Public Recipient. The mails has been forwarded to you again as requested to - **********
DirectAxis
DirectAxis's reply03 Aug 2018, 14:49
Official

An email has been sent to the address provided on the complaint. Please confirm receipt by responding.

Best regards,

DirectAxis
DirectAxis's reply03 Aug 2018, 16:01
Official

We are able to confirm the refund has been processed. If you need more information or assistance do let us know.

Best regards,

MC
Maryke C's update03 Aug 2018, 16:10
Reviewer Update
Received thank you
DirectAxis
DirectAxis's reply03 Aug 2018, 16:33
Official

All right. Thank you for the feedback.

Best regards,

DirectAxis
DirectAxis's reply07 Aug 2018, 11:28
Official

Hello, we’re pleased that everything has been cleared up. If you’d like you can post your thoughts and rate our level of service on our Facebook page www.facebook/DirectAxisSA – or tweet us @directaxis. In future, consider connecting with us via Facebook or Twitter. Thank you! Team DirectAxis

Best regards,