Repeated E-Mail queries ignored

<p>I have sent and E-Mail on ********** 2 and again on ********** 4 but have not received any feedback:</p> <p> </p> <p>Please forward to the correct people</p> <p>Account No: ********** 6468</p> <p>Customer No: ********** 7254</p> <p> </p> <p>To whom it may concern</p> <p>I have app**** online for a renewal of my current personal loan but was rejected, without supplying a reason. After a couple of E-mails i have decided to escalate my query to HelloPeter which also took 3 tries before someone called me back. this person explained to me that I do not qualify because of criteria set by DirectAxis to obtain a personal loan and that my current loan is in arrears.</p> <p>Now this came as a surprise to me because the arrangement I have with DirectAxis is that you will deduct the monthly instatements from my bank account. I had one month in which I had difficulty meeting my obligation and I have contacted DirectAxis to make arrangements for that. The arrangement included that the arrears amount will be deducted in full on a specific month (October 2016) which I accepted happened when the deduction went off. Now I am informed that I am still in arrears because you have not deducted the interest on the arrears amount and, I must be honest, it makes me angry as that was not the arrangement I made with DirectAxis and now it counts against me and shows negative on my credit score.</p> <p>I would like you to address this problem by deduction the arrears amount together with my April 2017 normal deduction. I would also like you to address the negative impact it has on my credit record.</p> <p>I do realise you sent regular statements where you have indicated that I am in arrears but because I have trusted DirectAxis to do what was arranged, I have never checked these statements. I might have picked it up if I did but (because I did check it now and realised what the problem was) but it should not have been necessary because of the arrangements made. </p>