Still expected to pay for poor performance

My initial review titled: “Must the customer pay for poor performance” dated 26 July has reference.

I have received a private reply from Direct Axis that they have investigated the matter and their findings are as follows: On 17 June 2020, you contacted our Collections department to request a settlement quote, which was provided telephonically and the amount was confirmed with the consultant. Our consultant advised the quote was valid for 5days ( amount R62 414.10) on the 20 June we received a request as the details provided were incorrect when making payment from Standard Bank, however was not attended to within required time. On the 29 June 2020 you spoke to C**** to advised you were unable to make payment successfully and therefore request a settlement to be sent via email, which was sent same day and received on 29 June 2020. However after receiving the correct settlement amount of R62 969.46 dated 29.06.2020, the payment received was for R62 414.10 on 30.06.2020 which was given on 17 June and no longer valid, therefore the account is short settled and unable to close. It is important to note that Direct Axis relies on the validity of 5 days for the quote. I have no problem with that. However, when you address a problem with them, you are assured via email that the problem will be attended to within 2 working days (bearing in mind they work 7 days a week to grant loans). The fact that I sent emails on 17 June and 19 June to Customer Care and 20 June to Complaints stating that their information was wrong and requesting correct details, is not mentioned in their investigation.

I have more than 40 years of business experience. In my experience, letters to Customer Care/ Complaints are normally reviewed and promptly sent to the appropriate department/employee for immediate action (normal Operational Procedure). Somebody at Direct Axis DID NOT DO THEIR WORK!! Had the problem been addressed with any of the 3 emails, the payment would have been made within 5 working days as the funds were available (the point of asking for a settlement balance).

The time limit expired on 22 June due to Direct Axis refusing/ignoring my request for correct details. Yet despite this, Direct Axis expects me to be happy with being ignored and being given poor service, and then pay R946-73 for this privilege. Am I missing the point somewhere?

Subsequent emails addressing this issue with them on 28 July and 30 July have also subsequently been ignored. Surely what is good for the goose is good for the gander or does it not work that way with Direct Axis.