COMPLAINT - LACK of EFFICIENCY and CUSTOMER SERVICE. UNABLE to SELL SHARES

As of early December 2019, I have been working on helping my parents sell their shares. At current, Link Market Services have still not been able to process and sell our shares as requested since the end of last year.

Having informed them of an error in my mother's surname in the account letters posted via mail to our address, we submitted the certified ID documents for proof that there has and was no name change. Also that my mother's surname has been the same surname since my parents first migrated here in Australia as requested.

Having spoken to a customer representative over the phone last year in December, we thought it would all be resolved. That they would be able to simply change and correct the surname, then process and finalise the shares.

Link Market Services also requested for a marriage certificate. Again, this was mentioned to them that both my parents have never been married.

Instead, we receive an additional letter after two weeks, essentially stating the same question, requiring a marriage certificate and name change certificate. An updated Sale Authority form with the correct surname of my mother was not sent through to the post in additional to this.

Multiple phone calls from us, having to chase up, follow up and request for confirmation. We receive no solutions, no resolutions and instead, increasing amount of delayed responses and more questions that have previously been asked and answered.

Till this present day, we have not received any positive advice and guidance on how they will resolve our issue and how they will even approach on selling our shares.

I tried to request for a manager who could at least give us reassurance that they will work and most importantly, provide a confirmed lead time on this matter. Today, we receive the push back and more rejection, that we would need to hold and wait for a few days for an update.

It is an absolute disgraceful that a service like this can still exist for clients.

Till this present day, we are still completely stressed and frustrated that no service has been delivered and that it has been going around in circles. This has also impacted on the increasing stress on our health and mind thinking how long this will last.

Please action and provide us with a lead time on how you will succeed in selling our shares for us before we need to further escalate and action on our part to have this done.