Urgent Escalation – Unacceptable Delays and Lack of Communication

Dear Direct Axis Team, As someone with firsthand experience in customer service and call centre operations, I understand the pressures your team may face. However, I am deeply disappointed by the level of service I have received over the past several days. For more than four days, the only feedback I’ve received is that “the matter is with our assessment team.” This is despite having submitted the required documents multiple times, making over ten follow-up calls, and being repeatedly promised that someone would return my call — which has yet to happen. On one occasion, I was told to expect feedback at 12:00, only to be informed that the relevant person was on lunch when I followed up. This lack of communication and accountability is unacceptable. I fully acknowledge that I am dependent on your institution to access this loan. However, the interest I will ultimately pay contributes to your revenue — and by extension, supports your livelihoods. Is it unreasonable, then, to expect the same urgency and respect in return, so that I may support mine? I am requesting immediate and meaningful feedback on the status of my application. If this matter is not resolved promptly, I will have no choice but to escalate it further. I trust this will receive the attention it deserves.