Sanlam and Direct Axis

I had a SANLAM (Direct Axis) personal loan that I paid in full on 29/01/2020, according to the outstanding capital amount owing on the statement received on 22/01/2020.

I received a large payment into my cheque account on 29/01/2020 and the first debt I settled was the Sanlam loan amount. I asked ABSA to reverse the debit order for the instalment as I had paid the loan in full on 29/01/2020. I contacted Sanlam on the day of payment and I sent my proof of payment to the email address provided. I spoke to a consultant by the name of Nadia and told her of the payment made. I requested termination of the monthly debit order and requested a reconciliation of my loan account once my payment had been received as reflected on my proof of payment. She told me that the settlement reconciliation would be made and I would be notified. Every month since, my cheque account is still debited with the full instalment amount and each month I reverse the debit order. I contact Direct Axis and nobody is able to assist me. They transfer me to the relevant department and I hold for sometimes over an hour with no assistance. This has gone on for 9 months. I have asked ABSA not to honour the debit order but ABSA say that the beneficiary needs to terminate the debit order. At the end of September, I spoke to a consultant at ABSA and he suggested I write to HelloPeter. Before doing that I embarked on trying earnestly in sort this issue with Sanlam/Direct Axis in October 2020. Since 02/10/2020, I have phoned every second day, sometimes daily. I have spoken to Vuyo, Jack, Thulani, Yusra, Jacqueline and more. I eventually received some positive assistance from Wendy James, who stated that on 29/01/2020, although I had paid the capital amount owing as per the statement received on 22/01/2020, there was an additional amount of just over R 4000 owing that has now been accumulating additional interest. I had not reversed my September 2020 instalment of over R7000 and I asked her to discuss with her manager the situation and settle my debt and close the account completely and to stop the debit order that would be debited on 26/10/2020, after pay day. She promised to speak to management and that I would be contacted. It is now three weeks later.

I have tried numerous times to get assistance. The only calls I have received are from Direct Axis consultants trying to "sell" me another personal loan as I am such a reliable and good well paying customer!!!!! Wendy James gave me her email address and I have emailed her asking for a settlement letter and the settlement amount that was due in January 2020 for me to pay. i still have not received a reply. So after holding for another hour on the phone trying to speak to Customer Services, I decided to do a complaint on HelloPeter and only to find Jeanette's complaint made today. This is unacceptable and needs to be sorted.