UNABLE TO CLOSE ACCOUNT THAT IS ALMOST PAID UP

Our client has an account with Direct Axis that we have been struggling to close for the last two months; since the 22nd of August 2017. The problem lies mostly in the cancellation of the Personal Protection Plan, but also in the delay in receiving documentation from Direct Axis. The Personal Protection Plan is an insurance which is paid in advance, which means that the client pays for the service at the end of the month / beginning of the new month, and is covered for that following month. Our client wants to PAY HIS ACCOUNT UP, but the settlement amount is less than his monthly instalments, and we have been informed that Direct Axis will not cancel his protection plan with them; which means that he will be charged for an extra month of insurance when the account is already closed. The client has ALREADY been charged for two additional months at full monthly instalment rates because of the delay from Direct Axis in responding to requests for documentation, and their insistence that another suitable policy needs to be provided in order for the current Personal Protection Plan to be cancelled. Again, the account is going to be PAID UP and CLOSED, so the insurance on it is UNNECESSARY, and the client needs to be reimbursed for these expenses. The client is also unable to cancel the Debit Order on this account even though the Settlement Amount is significantly less than his monthly instalment and we have already explained to Direct Axis that the final payment will be made manually. This client has been very good about keeping up with payments, and has even paid an extra amount in addition to the monthly instalment on more than one occasion. We have sent out numerous communications regarding this both telephonically and via email, but have been unable to get this resolved. When we call to speak to Management or Senior Staff, there is never anyone available and the promises from Direct Axis about getting back to us just never come to pass. We were promised on the 3rd October 2017 by Mrs Addams (a Manager in the Customer Care department at Direct Axis) that she would get back to us by the end of that work day with a resolution, but we still haven’t heard back from her – or anyone else. This client is appalled with the service he has been receiving from Direct Axis and understandably so as this account should have been Paid Up and Closed over two months ago. The new month's instalment will undoubtedly AGAIN be taken off at the end of this month regardless of numerous requests to stop the debit order, or any of our other communication - which will make it a third month he's being forced to pay for.

Direct Axis still have not confirmed that the client will not be charged for the new month's insurance -or that he will be reimbursed the additional costs he's already been forced to pay-, which is what he needs to make the final payment and close this account.