Shoddy service from directaxis

Directaxis will not refund me the loan initiation fee they required me to pay to finalize my application for a loan. On 21/08/2020 I received an sms that my loan had been privionally approved. On 24/08 I received another sms saying my loan had been approved, to speed up the process I was to submit payslip,proof of payment of the initiation fee and credit policy cover as I had opted to use my own credit life policy. I was told to pay R1207,50 To finalize application, which I did. Then I received a call from Their consultant who asked me a lot of questions about my finances and transactions that were in my statement, then she told me my loan was not approved. I have been calling directaxis customer care from 02/09/2020 to get the money I paid refunded to me. On 3 occasions I have been made to hold for 30-40 mins and then told the query has been sent to customer care who will advise on the date of the refund, and that they’ll call me back to tell me when the money will be paid. Today 17/09, I called only to be told that directaxis would not ask me to pay the initiation fee if the loan wasn’t approved and that I had been ****med, yet I paid to a directaxis account and sent proof of payment which they acknowledged. I have been holding on the phone long before I started typing this and iTs 25 mins later and I’m still holding.

This is disgusting