worst experience

Had the worst experience with Direct Axis , i made a settlement for my loan on the 20 August and now o require a paid up letter i am been told i will not get one until i update my details by sending my ID,proof of payment with proof of residence even when they can see my payment on their side , now i have to wait 5 to 10 days while they work on closing my account. Money reflects on my loan account that should be sufficient to close off the loan account - i do not understand the inconvinience on this