Very Poor Service & empty promises to customers

It is with deepest sadness that I will have to resort to this platform in order for my enquiry to be resolved.

I had a loan account with DirectAxis and due to Covid19 I was unable to meet my obligation and I took Covid19 Cashflow Relief for six months which was offered to me by DirectAxis at the time. Upon recovering from my situation I managed to settled the original loan with DirectAxis and at a time only four months Covid19 Relief Instalments was allocated to my main account instead of six months instalments and I enquired about this and told them that I need this allocated as I intend to settle my main account and eventually I was told to settle what was on the settlement letter and I was promised by the team leader that I will then only be charged for only four months for my Covid19 Cashflow Relief which will still be due to me, which I was fine with as this was amount which I have used for the relief.

On the 26th September 2020 I have since settled my main account in full according to the settlement letter which was generated to me of which the figure at the time only reflected that four months of the Covid19 Cashflow relief allocated to my account. Proof of payment was e-mail the same day to customer service e-mail, their finance department, their covid19 relief deparment.

I was since followed up and I was assured that only four months will be charged under my Covid19 Relief Cashflow and on the 09th of October I insisted that I be given something in writing as this was taking long to be resolved and I don't want it to come back to me when I have made numerous attempts to resolve it, the team leader or Supervisor (the name which I have & which I will hold for now) confirmed this by e-mail.

Later on, when I checked my credit report I was surprised to see that I was charged for six months not four months which I used and I have inquired on why this is the case and my numerous attempts have been fruitless and I have the name and the date of the person I last spoke to which again I will hold on to.

We are now going to three months and after my numerous calls no one have even bothered to pick up the call to tell me what is happening and I am expected to for two months extra on the Relief which I did not make us of it and which was suppose to be allocated at the time when I settled the account, but it was not due to the backlog which was preached to me for several months.

I need someone to resolve this and confirm back to me since I have wasted so much of my time with no proper solution at the end. At one time I was told that there is no enough employees to handle the pressure and I don't think I as the customer should be dragged to internal matters which management is aware of and they do not attempt to resolve.

As the customer it is very unfair to waste my time and my airtime calling knowing that none of what I am asking for will be resolved, it not what we can expect on a big institution like this one.