Direct Axis
Reviews and Complaints

I have a loan with direct axis and every time I request a settlement letter they advise my account is outstanding and they cannot generate a settlement letter. I have emailed them my bank statements highlighting the successful debit every month, have spoken to numerous consultants and to date they cannot resolve the issue. It seems like a ploy to just keep adding interest on outstanding accounts every month when all I want to to just settle the outstanding balance. To top if off it is a real challenge trying to get into contact with them. As an affiliate of RMB, their service leaves a lot to be desired!

DirextAxis - Ridiculous service

Good day,

To date I have not received any solid communication around my refund. I had once again promises made and nothing transpired from there. I am hopelessly stuck and frustrated with the service received from DirectAxis... And this is putting it very mildly. Refer communication below:

Chantal Goslett promised to have the matter resolved 2 weeks ago. Up until now I heard nothing from her, other than whether anyone contacted me regarding my query on the 13th August 2021.

The worse part of it all is that no one calls me... I got a SMS from Direct Axis two days after I filed the complaint and I was put from one agent to the next having to explain the whole situation over-and-over again with no real assistance or satisfaction, other that they will look into the matter and get someone to call me back.

Will it cost me to put this on a public platform and put the matter out there and maybe it will spark a response ... not just from DirectAxis but the frustrated clients that have to put up with their ridiculous service and performance!

Should I not get any joy by Friday, 27th August 2021, I will post this on a public platform.

Not answering phones nor e-mails and promise they will come back but never contact you. Al i want to do is change my e-mail address for account or contact purposes!

Service is pathetic to say the least. I will NEVER PROMOTE YOU!

Dirk Fourie - [protected]

Customer Number : [protected]
Account Number : [protected]

Good day,

I applied for a loan amount of R150 000.00 during September 2019 at DirectAxis. The loan was taken out over a period of 5 years (obviously the interest was calculated over the 60 months payment terms).

However due to COVID-19 I lost my job and received a significant amount of money whereby I settled all outstanding debt. I admit that there were 2 months that I have skipped payments on my account. However, once this monies were received I paid a lumpsum of R158 949.30 on 14 April 2021 to settle the account. I have not been able to get a settlement balance from them because every time I would call the "Settlement Dept" the lines are all busy and the message "to try again later" kept coming up after many days. Hence the random amount paid. I know that I have paid an excess amount of what is due. I have also received invoices months later with a substantial credit amount due to me.

I paid my loan amount over a period of 19 months in full. All the remaining interest up to the 5 years need to be reversed and my excess amount paid to them needs to be refunded to me.

After days of calling and insisting to speak to someone in authority, I finally received a call from the Team Leader Leander Palivili who promised to look into this matter and come back to me within 24 hours. I insisted on a reconciliation of the account since they claim that the account is now settled and they do not owe me anything. To date, Leander had not returned my call or gave me any explanation of how they managed to reconcile my account to the cent with me paying a random lump sum.

I paid DirectAxis close to R250 000.00 over a period of 19 months. When you do the calculation for a loan application on their website for a loan to the a mount of R150 000.00 over a 24 month period, with all the cost involved and repayments per month you pay back an amount of approximately R200 000.00.

Attached are all my proof of lump sum payment made in April 2021 and the June 2021 statement received with a credit amount of -R114 978, 76.

Good day
I have received two emails regarding updating my emails.
I have explained that I am currently not in South Africa due to Covid lockdown. I do not know when I will be back.
Directacis deducts every month their instalment from my bank account.
Thet are reaching me via my email address to which I have replied twice - explaining my situation.
I do not have roaming facilities on my cell phone - they will not be able to contact me via my cell phone.
They want bank statements, proof of address, id and email address.
Your kind assistance in this regard will be greatly appreciated.

Good day
My name is Riaan Prinsloo. I have a Sanlam personal loan - BKU66743B for more than 2 years, on which I never missed / made late payment a single time. Last year, during hard lock-down, somebody from Direct Axis made contact with me and informed me that I have insurance on the loan, and offered that the insurance will cover the instalment for 3 months. The required information and documentation was completed. They informed me that the claim was successful and will cover the installment for the following 3 months. 5 Months ago, 10 months after his claim was suppose to be settled, I started getting sms's that the loan is in arrears, of which the last sms states the matter is already at the legal department. Let me explain what happened in this past 5 months mentioned earlier :
I started by contacting the Direct Axis contact / client care centre - I challenge anybody to phone those numbers and try to get joy. Countless times I did manage to get hold of someone where I had to explain the same story AGAIN - everytime a call of more than 20minutes - whereafter the consultant informes me that he / she will get somebody to come back to me - needles to say 95% of the times that does not happen. So next week the same thing happens again and again and again. On the occasions where someone did call me back, exactly the same thing happens where they inform me that they get a automated instruction to contact me - with incorrect information - so I have to explain the same thing AGAIN - AGAIN they will get someone to contact me! They refuse to give direct contact numbers for someone on a management / supervision level (NOT A CONSULTANT) in order for me to try and resolve the matter myself. I have sent e-mails explaining the situation to whatever addresses I could find on Sanlam and Direct Axis's websites - still no joy! The latest feedback, today 01 July 2021, a lady from Direct Axis phoned me requiring documents for a claim application - I never submitted a claim! After also explaining the situation AGAIN, she informed me that was not the information given to her. She said I should speak to a lady mrs Motong at Sanlam and she transferred me to Sanlam's contact centre. After I was on hold for 12 minutes I was cut off! Can anybody truly say that this is not RIDICULOUS! According to me this is completely unheard of! And in the meantime it is affecting my credit rating negatively! Could somebody from management or somebody with the correct level of authorisation PLEASE contact me to resolve this matter.
Riaan Prinsloo - [protected]

It has been over 3weeks now calling, emailing to get A Simple Statement. Everyone claims they cant View statements. I need to confirm if the money I paid has reflected. Spoke to 3 people and no one can semd me a statement. Not a single response to Emails, the agents make to hold and stay on the line till they drop it on you. They have an online system which also doesnt show statements. This place gives absolutely no help to clients they are only concerned with onboarding.
Also requested my statement to be changed from quarterly to month and there is nothing. I havent received this quarters statement. There is No escalation matrix and medium of communication besides the inefficient customer care number.

Hi I have been waiting a week for a settlement amount and have not recieved any response. The call Centre is ridiculous all they can say is they are offline was supposed to be to Wednesday 9th June then it was until Friday 11th of June now I am being told until after 15th June like what the hell these people are messing with my money! I want to settle my account and instead I am going to get addition interest! This appalling and disgusting the type of service been given how does a large company like this go off line for week and more and the client must just accept utter ridiculousness! I will get my balance I will settle and I will never use them again. They just put there to make money off people and hold thier best interests first instead of the client. I am gobsmacked fuming MAD...

I called on Monday (7th June) and requested a settlement amount. It was provided and I was told that this would be sent via email and include the payment details.
Too date, I have not received this email. I have been calling multiple times each days since and am being told that their system is down!
I do not understand, how such a large organisation can have their systems down for 4 days!
My account is incurring additional interest and I fear that they may debit my account soon if I am not provided with the relevant settlement information.

Please assist me as no one I have spoken to has been able to do anything.

Worst service ever! They put you through to several departments, they keep you waiting on line forever... Everyone tells you the same story and asks the same questions... With no results. I've been asking for a detailed statement (showing all the payments made with the dates) for an already settled account, which I need for a legal case... No response...

Really... Terrible, terrible service!

Good morning

I have settled my loan account in April and I even got a refund to show that I paid extra, but on the 20th may, direct axis debited my account. When I asked why I was told that my account is open.

I was asked to send the proof of payment for me to get refund which will take up to 10 days. The money that was debited was supposed to be for something urgent and now I'm told to wait for 10 days. It such an inconvenience caused by direct axis.

Tebogo Madubung
[protected] [protected])

I have been asking for a statement for my account for the past month and Direct Axis is failing to provide.

I have been calling the Customer Care dept and no one picks up or assists.

I have been trying to get my paid up letter and statement from this company, they refuse to send this, I have wasted countless hours fighting with rude call centre agents. they money spent on calls with no success.

Two weeks later, I am still fighting to get my paid up letter and statement.
their service is below standard, the will call you endlessly for now products but cannot assist with paid up letters and statements.

What a joke. people should stay away from this company they are not good. they are horrible at customer service. the average waiting time 50min.

04.05.2021 i called the call center to request a statement of account as per i have been calling the call center now all together for 2 weeks... the phone just ring forever. 30.05.2020. Not only did i hold for 1hour, i was passed from the one agent to the other, the phone was dropped several times and i had to call back. i finally got an agent who said he will help me, but it has been 2 days later and i still not received the statement i requested. Your lines i call take the ID number and then "Sorry we can't help you now". IT IS UNEXEPTABLE TO STRUGGLE LIKE THIS JUST FOR A STATEMENT!
Lynne M Boshoff
ID:[protected]
Acc no:[protected]
[protected]@fal.co.za

If you decide to help me, please email my Statement as per my request 30 May 2020. Thank you

Good day - This is the worst service I've experienced in my entire life!

I sent an email 13/4/2021 @ 12h15 requesting a statement.

NO REPLY to date 4/5/2021

My account is in arrears, I would like to make payment.

I phoned the call center today, I was on the line for 38 minutes, spoke to 3 operaters, and was told I need to pay my arrears first before my email can be updated. I need the amount in arrears + banking details + statement email changed as I have retired and I no longer have access to my work email.

Please call me AM Kotze [protected] at [protected] or email [protected]@yahoo.com

I had a loan with Direct Axis which was paid in full and supposedly closed on the 12/11/2018. As per my credit report the loan still shows active and that I have an outstanding amount still owed. I have requested from Direct Axis numerous times to have them correct this but still nothing has been changed. I've tried to call through on their customer careline and various other numbers on their website but no one answers - you're just kept on hold for 10 min.

I lock a complain 1 week ago that I dont receive statements added admin fees said I skip 5 payments but every month my debit order went off + extra I was premitted covid relief may 2020 first instaledment august 2020 but they try to deduct in july 2020 that failt. The they exstend my loan agreement with 3 months. And they put an extra r13408 - 00 on my account for atmin fee on 18 may 2020
Nobody can explain to me way. No answer on e-mails.

No feed back yet

Christiaan van rooyen
Id [protected]

I have engaged with directaxis and requested a settlement amount R191740.32 which was provided and needed to be settled within 5 business days which was done in 2 payments ie. R185588.40 on the 23rd March and R6151.88 on the 25th March 2021 making up the total. I now received a new settlement of R1318.93 which is a rip off. Can you assist me in getting my account settled. I have loaned R200 000 and paid R55366.92 in instalments which only effected R8251.68 of the capital amount. They have made more than enough in interest.

To Whom It May Concern

 

My Husband.

 

Id Nr: 8206045074080, Mr Eugene Franken requested a loan on Monday the 12/04/2021. All supporting documents was allocated on Tuesday 13/04/2021 and Wednesday 14/04/2021, there was an issue with the life policy which direct axis did not wanted to believe that Mr Eugene Franken is a policy holder as well.

Unhappy

I try for the last 4 months to contact them by phone or e-mail. e-mails don't get answered or been deleted without open the e-mails. try to phone lot of numbers one person direct you to another and another on the end you back at the main meneu. I need a statement last statement received was November 2020. I had a covid releave and the put on my account on 18 May 2020 R13484-00 admin fee, after extended the loan with 3 months nobody can explain that to me. I got a letter that my first payment after the covid releave is deu 25 August 2020 then they try to deduct on 25 July 2020 as there was no funds because of the letter indicated that first payment is deu 25 August 2020. now they claim I'm one month in arrears and put it on my credit score as one month in arrears. hope this letter can soft this problem now. hope to get this problem solft and feed back and not just get promisses. I start to loose faith in Direct Axis ID [protected] Mr Christiaan van Rooyen