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Cheryl H

1 reviews | Active since Mar 2011

03 Oct 2022, 17:29

Service sucks big time

In spite of numerous emails, logging a complaint with the FSCA, complaining to your complaints department etc. I have yet to receive a refund on the amount deducted out of my bank account on 20 September 2022. Isn't it just sad how Direct Axis has become such a bad company who doesn't care about their customers.

0
Replies (6)
DirectAxis
DirectAxis's reply04 Oct 2022, 09:19
Official
 Hello Cheryl,  Thanks for reaching out to us.   Please accept our humble apologies for the unpleasant experience and the inconvenience caused, we are here to assist.   We have escalated your feedback to our Accounts Support Team and will reach out to you as soon as we’ve gathered more information.   Team DirectAxis 
CH
Cheryl H's update04 Oct 2022, 09:50
Reviewer Update
This is the second time you have sent me the same response with absolutely no action at allfrom your accounts support team, so I am quite certain there will be no response this time either.
This was sent to me on the 20th of September -
Re: *** {***} {***}
Work

ccdcustreq
Tue, Sep 20, 7:32 PM
to me

Good day.



Thank you for your email. Please note we received your payment and proof of payment your account has been logged for refund and closure. The process for your account to be fully closed takes 5-10 business days.

Feel free to contact us after 10working days for a paid-up letter via email on *** or telephonically on ***.

This was sent to me 12 days ago - nobody has contacted me at all:

Query Reference ***Q assigned to Direct Axis
Work

Customer Care <***>
Attachments
Thu, Sep 22, 9:48 AM (12 days ago)
to me

Dear Valued Customer

Your Query Reference Number ***Q been assigned to a Resolution Service consultant in Direct Axis.

An investigation into your matter will now be initiated and we will be in-touch with you shortly

DirectAxis is a business unit of FirstRand Bank Limited, an Authorised Financial Services and Registered Credit Provider (NCRP20).
Direct Axis SA (Pty) Ltd Reg no. ***, an authorised Financial Services Provider, FSP 7249.

Kind regards,

The DirectAxis Customer Relationship Team



Regards

Customer Care

This was sent to me yesterday - absolutely no action from DA at all:
Complaint Reference ***
Work

Customer Care
Attachments
Mon, Oct 3, 11:48 AM (21 hours ago)
to me

Dear Valued Customer

We acknowledge receipt of your complaint/query and one of our consultants will contact you shortly, Your reference number is ***.

Should you have further queries please email *** or call us on ***.

Direct Axis is a business unit of FirstRand Bank Limited, an Authorised Financial Services and Registered Credit Provider (NCRP20). Direct Axis SA (Pty) Ltd Reg no. ***, an authorised Financial Services Provider, FSP 7249.



It is now 11 working days, not taking weekends into account - according to you your company is open 24 x 7.
It is utter ******* that you can take money out of my account **********ly and get away with it like this.
I want this money in my account by close of business today.
CH
Cheryl H's update05 Oct 2022, 11:20
Reviewer Update
And in spite of writing all of the above no response shock horror. Don't deal with this company ever. They will hound you to take their products and then absolutely no customer service. Just go directly to the FSCA.
CH
Cheryl H's update06 Oct 2022, 17:32
Reviewer Update
No, they have not cleared anything up. They insist I am not entitled to a refund and I insist that I am. Unless you can show me in the quote and agreement letter I received that the settlement amount was conditional on another payment I expect a refund in my account immediately.
CH
Cheryl H's update08 Oct 2022, 05:26
Reviewer Update
WHERE IS THE SERVICE THAT I AM PAYING FOR MONTHLY!!!!! WHERE IS MY REFUND!!!!!!!
DirectAxis
DirectAxis's reply27 Oct 2022, 15:03
Official
We're sorry for the delay and have asked our Customer Relationship Management Team to speed things up.