JSE Investors: Changing Information Nightmare

We have experienced quite a lot of problems on my wife's account over the last few years, especially since JSE Investors oved to a new client online portal, where my registration had some issues, but was quickly resolved, but hers took quite some time to set up with lots of mails referring to a special code, which was seldom received. Then the Online portal wasn't available for quite some time for upgrades, however, being in IT myself for almost 40 years, no system upgrade takes a few months to do as normally one would have a test environment and then the new version would be implemented within a day or two (weekend).

After that we basically had to reregister - same old story again and I honestly can't really say that I could see any real new valuable updates within the updated version...

Be that as it may, before all of this, her account was actually linked to my portfolio, and I could get her documents that we sometimes did not receive, from there, but in most cases, we had to send a mail, requesting a duplicate of a dividend document.

Most frustrating then, especially when A was asked for, we then received a different document with either a summary of all dividends for a particular holding for the tax year or a document with the same information, for all the holdings that she has - which was not what was requested.

During October '24, she requested that her e-mail is to be changed as the old one would be cancelled and the request had two legs: 1. Change the web portal profile and login, as your e-mail address is your sign-on. 2. Change her e-mail address also within the JSE-Investors main systems on all her holdings, to ensure that all mails from her different holdings is sent to the correct address.

A couple of days later, we were instructed to complete a form for this e-mail address AND submit a picture of her, holding up her ID, before this could be done. This was submitted to JSE Investors on 29 October 2024.

NO feedback on this request was ever received, but there was a lot of correspondence from our end, trying to follow up on the matter - sometimes there was an automated acknowledgement (no reference) sometimes not.

As I have the same holdings, I realised I am receiving mail about the holding's yearly meeting, year report and obviously during the last couple of months, a few dividend statements were received, but nothing received by my wife on the new and correct e-mail address, hence she chased the matter again on 14/04/2025 and since then a few times - still no response at all...

We could even see if one checks the specific holding on her web portal, that the e-mail address is still incorrect, on all three, which we tried to correct, which from what I can see, was never acknowledged as well.

On 15 April 2025, she issued a letter of authority, allowing me to also get actively involved, which was submitted to JSE Investors. I don't think it was acknowledged as well...

On the same day, I started chasing the same matter, adding the same letter to my 1st mail as well and her request to change the e-mail address, with the required document and the picture that was requested and submitted last year.

She again followed up on 24/04 and 30/04, received some automated acknowledgements, nothing more... This only means the mail was received by the JSE Investors mailbox.

Meanwhile, I have then also followed up on my mail of 14/04 on 17/04, 24/04 and 30/04, receiving the same acknowledgements, but nothing more...

Note that these acknowledgements are stating as follows: "You will receive a response to your email within 3 to 5 business days"

Dating back to October '24, this turnaround times were missed several times and on my involvement since 15/04, this SLA is already bridged as well.

Fact is, JSE Investors are appointed by the Holding companies that we have, to manage our stock accounts, which includes the supply of Holding related reports, sometimes even quarterly and supply the notice of the yearly meeting and then also the dividend declaration documentation and tax certificates.

In the matter about my wife's JSE Investors account, this is INDEED NOT happening at all, as the other task that you have is to manage the admin side as well, in other words correct personal info when requested to do so, which was not done.

On behalf of my wife and I believe the Holding Companies that she has, this is totally unacceptable. This means that information which rightfully and lawfully is to be supp**** to her, is withheld from her, which is for a lack of a better word, discriminatory to her as a stockholder with her three holdings.

Would you please be so kind to resolve these matters as a matter of urgency as at this point we don't feel like JSE Investors clients, but like.

Please contact me urgently, as without real and propper communication, this will not be resolved.

For obvious reasons I cannot used names and personal info in this review, but you will be able to see my phone number and e-mail address, I believe, where I will also supply you her account number as reference to this matter.

Thank you very much.

JH van Vollenhoven

I am not really sure if the portal acce