1 reviews | Active since Feb 2021
********* conduct by DirectAxis
I am at wit's end dealing with DirextAxis. I settled my loan at the end of Dec 2020, but to this day they haven't closed the account. The full amount I paid to settle the loan is showing in the account, but they are treating it as an advanced payment. When I called them early Jan to enquire about this, they argued that the reason for the account not closed is that I settled without asking for a settlement balance., so they need proof of payment to initiate the account closure process. This was around the 13th of January 2021.
I email them the proof of payment and subsequently called them after there was no response from them about my proof of payment. They said it will take about ten days for action the account closure. Ten day later - which was now towards the end of January nothing happened. I call ed them again, and they said they couldn't find the proof of payment, I should email it to a different email address now, which is ***. Initially they had said I must email it to ***. Guess what at the end of the month, they still charged me interest on the loan that I paid off on 31 December 20202, and debited my bank account with the instalment for the loan. Needless to say I returned their debit order.
Today I called them to find out exactly what's going on, and the Consultant who I spoke with said the loan account has not been closed because the proof of payment that I sent through is invalid - it has no bank stamp. I mean the amount that I paid in December reflects on the account - it is there, they can see that the outstanding balance was paid in full. But we are now in the second month of to-ing and fro-ing. And the worst part is no one bothers to call me from Direct Axis, because they are going to lose on future interest because of early settlement of this account. So, they would rather keep it open for as long as they can - while playing dirty delaying tactics so that they can get to charge interest monthly. How ********* is this. The consultant I had on the phone, while I was dismayed at the stupidity and the poor service I am receiving from DirectAxis, decided to put me on hold and later killed the call. I hope this complaint will leading to my request being attended to and the interest charged in January reversed.
Secondly, I want to give credit to Mishka and the line manager Aqeefah from DirectAxis for responding so speedily to my complaint after it was posted on this platform. Mishka was amazing and phoned me twice today. Although the closure process has not been completed, I am satisfied that she is on top of my matter.
I must say, though, that DirectAxis needs to look at some of its staff members as they are posing a serious reputational risk to its brand. It can't be that I spoke to four employees in 4 weeks and I could not get joy, because my matter could not be resolved, instead, I kept getting a run-around.
I will provide DirectAxis with exact DateTime stamps of my calls for ease of reference for them if they want to investigate this further internally.
Secondly, I want to give credit to Mishka and the line manager Aqeefah from DirectAxis for responding so speedily to my complaint after it was posted on this platform. Mishka was amazing and phoned me twice today. Although the closure process has not been completed, I am satisfied that she is on top of my matter.
I must say, though, that DirectAxis needs to look at some of its staff members as they are posing a serious reputational risk to its brand. It can't be that I spoke to four employees in 4 weeks and I could not get joy, because my matter could not be resolved, instead, I kept getting a run-around.
I will provide DirectAxis with exact DateTime stamps of my calls for ease of reference for them if they want to investigate this further internally.