Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Alexander Forbes Financial Services is described overwhelmingly in terms of stalled withdrawal claims, unanswered emails and tax directive errors that block members from filing returns. Customers consistently report waiting far beyond the quoted six to eight weeks for their own retirement money. Isolated praise exists for named consultants and walk-in branch staff, but it is heavily outweighed by process and communication failures.
Top Strengths:
- •Customer Service & Professional Guidance: The strongest theme, driven by a small group of named individuals such as Germaine Hayes, Mabore Mogashoa and Jack Matlou who take ownership. Walk-in branch consultants are praised, but call centre interactions dominate the negative pattern.
Replied to 96% of negative reviews
Reply time on negative reviews: 8h 25m
TrustIndex
2.5
Ranking
#18
in Investments & Wealth
Reply Time
8h 19m
NPS Score
-82
Recommended: Unlikely
Replied to 96% of negative reviews
Reply time on negative reviews: 8h 25m
Nov '25 - Oct '26
Frequently Asked Questions About Alexander Forbes Financial Services
What do customers say about Alexander Forbes Financial Services?
Based on recent customer reviews, Alexander Forbes Financial Services is described overwhelmingly in terms of stalled withdrawal claims, unanswered emails and tax directive errors that block members from filing returns. Customers consistently report waiting far beyond the quoted six to eight weeks for their own retirement money. Isolated praise exists for named consultants and walk-in branch staff, but it is heavily outweighed by process and communication failures.
What is Alexander Forbes Financial Services's biggest strength?
Alexander Forbes Financial Services's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. The strongest theme, driven by a small group of named individuals such as Germaine Hayes, Mabore Mogashoa and Jack Matlou who take ownership. Walk-in branch consultants are praised, but call centre interactions dominate the negative pattern.
What are the most common complaints about Alexander Forbes Financial Services?
The most common complaint about Alexander Forbes Financial Services, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Financial Accuracy. Customers consistently report partial payouts with no breakdown, payment dates that shift repeatedly, and unclaimed benefits dating back years that remain unpaid. One member describes a pension paid into a former employer's account.
How does Alexander Forbes Financial Services compare to other Investments & Wealth companies?
Alexander Forbes Financial Services scores 0.9 out of 5 on Hellopeter's AI analysis of service quality in Investments & Wealth, compared to the Investments & Wealth industry average of 3.1. Their strongest theme is Consultant Quality (1.1); their weakest is Communication (0.7). The top AI-rated Investments & Wealth business on Hellopeter is ASI Financial Services (4.4). How is the AI Score calculated? →
Is Alexander Forbes Financial Services trustworthy?
Alexander Forbes Financial Services has a TrustIndex of 2.5 out of 10 on Hellopeter, based on 579 reviews in the last 12 months. They reply to 96% of negative reviews, typically within 8 hours 25 min. Hellopeter has tracked Alexander Forbes Financial Services across 5,337 total reviews. How is the TrustIndex calculated? →
Recent reviews (579)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2021
Horrific pathetic service Alexander Forbes
Alexander Forbes provide pathetic service they look for excuses not to pay they delay process. Kopano Boshomane is the worse person they can have she argues and the questions she directs to a bereaved widow is absolutely terrible. They even are so *********** they send out client information to other clients and it goes un detected I pick it up 5 hours later to report it to them and I was told they don't leak client info deliberately and must just delete the email. You expect easy process, professionalism with Corporate company complete opposite. Plus they do not get back to you timeously full of excuses. Best part the manager is aware of such behavior and complaints and does not thing about it. I was told by Kopano Boshomane to complain to the pension fund adjudicator....
1 reviews | Active since May 2021
Horrific pathetic service Alexander Forbes
Alexander Forbes provide pathetic service they look for excuses not to pay they delay process. Kopano Boshomane is the worse person they can have she argues and the questions she directs to a bereaved widow is absolutely terrible. They even are so *********** they send out client information to other clients and it goes un detected I pick it up 5 hours later to report it to them and I was told they don't leak client info deliberately and must just delete the email. You expect easy process, professionalism with Corporate company complete opposite. Plus they do not get back to you timeously full of excuses. Best part the manager is aware of such behavior and complaints and does not thing about it. I was told by Kopano Boshomane to complain to the pension fund adjudicator....
1 reviews | Active since Jul 2026
No customer service
To get answers out of this company is like pulling teeth, even if it get escalated to the complaints department, they all just blame the "back office " and reply with "thank you for your understanding and patience ". I don't have any more patience and I don't understand- please resolve. Reference ***
1 reviews | Active since Jul 2026
No customer service
To get answers out of this company is like pulling teeth, even if it get escalated to the complaints department, they all just blame the "back office " and reply with "thank you for your understanding and patience ". I don't have any more patience and I don't understand- please resolve. Reference ***
1 reviews | Active since Feb 2023
Don't take my word for it
Do yourself a favour move on! Don't take my word for it, go read all their reviews. Not most but almost all the reviews are 1 star or wish they could give less. What I experience others experience as well. No feedback. No communication. Literally delaying your pay outs because of one reason, No sense of urgency. This is really a shame considering apparently they had loyal customers since 1989 and even they are unhappy now. Do not expect any assistance with this company, my advise use a more reliable, commited company that you can trust with your finances. Most people would say we don't have a choice it's my companies policy to use Alexander Forbs, have you gone to your HR department and told them the problem employees are having with Alexander Forbs? Surely with substantial evidence even the company that is suppose to protect you as an employee will consider other financial institutions. Take care of your tomorrow, don't make fast decisions. Choose wisely, because one day when it is pay out time just remember the company you choose.
1 reviews | Active since Feb 2023
Don't take my word for it
Do yourself a favour move on! Don't take my word for it, go read all their reviews. Not most but almost all the reviews are 1 star or wish they could give less. What I experience others experience as well. No feedback. No communication. Literally delaying your pay outs because of one reason, No sense of urgency. This is really a shame considering apparently they had loyal customers since 1989 and even they are unhappy now. Do not expect any assistance with this company, my advise use a more reliable, commited company that you can trust with your finances. Most people would say we don't have a choice it's my companies policy to use Alexander Forbs, have you gone to your HR department and told them the problem employees are having with Alexander Forbs? Surely with substantial evidence even the company that is suppose to protect you as an employee will consider other financial institutions. Take care of your tomorrow, don't make fast decisions. Choose wisely, because one day when it is pay out time just remember the company you choose.
1 reviews | Active since May 2021
Blueticked
I was in contact with my previous employer (Netstar) regarding my provident fund payout over 3 months ago and my information was submitted to Alex Forbes. Since then I have been waiting for a response as I only received an sms disclosing that I will receive the payout within 4 weeks, it's way passed that period and no communication has come from Alex Forbes. I need the money urgently as I am very sick and need to get medication.
1 reviews | Active since May 2021
Blueticked
I was in contact with my previous employer (Netstar) regarding my provident fund payout over 3 months ago and my information was submitted to Alex Forbes. Since then I have been waiting for a response as I only received an sms disclosing that I will receive the payout within 4 weeks, it's way passed that period and no communication has come from Alex Forbes. I need the money urgently as I am very sick and need to get medication.
1 reviews | Active since May 2014
No feedback, statement or pay out since 13 October 2026
We logged a query regarding our client that passed away on 13 October CA Forrester *** On 15 October 2026, we received the following, since then no feedback Dear Mathilda Thank you for contacting the Alexforbes Contact Centre. Please be advised that your request has been sent through to our processing team. Feedback will be provided once received. Should you have any further queries, please do not hesitate to contact us either on *** or at *** Kind regards Andile Khumalo
1 reviews | Active since May 2014
No feedback, statement or pay out since 13 October 2026
We logged a query regarding our client that passed away on 13 October CA Forrester *** On 15 October 2026, we received the following, since then no feedback Dear Mathilda Thank you for contacting the Alexforbes Contact Centre. Please be advised that your request has been sent through to our processing team. Feedback will be provided once received. Should you have any further queries, please do not hesitate to contact us either on *** or at *** Kind regards Andile Khumalo
1 reviews | Active since Sept 2023
Terrible customer service. Teriible
you did it again. I have been struggling to move my pension for months. I wrote a review on the 1 October 2026 still no feedback even after I was promised to be contacted by a person from Alexforbes.... wow you guys are just continuing doing worser and worser. Please employee competent people. this is not my first complaint to alexforbes. can someone please contact me so that I can move my money elsewhere. the worst company when it comes to customer service. CONTACT ME TO GET IT SORTED OUT.
1 reviews | Active since Sept 2023
Terrible customer service. Teriible
you did it again. I have been struggling to move my pension for months. I wrote a review on the 1 October 2026 still no feedback even after I was promised to be contacted by a person from Alexforbes.... wow you guys are just continuing doing worser and worser. Please employee competent people. this is not my first complaint to alexforbes. can someone please contact me so that I can move my money elsewhere. the worst company when it comes to customer service. CONTACT ME TO GET IT SORTED OUT.
1 reviews | Active since Oct 2020
Still waiting for you understand customer service
1st review 23 October : Alexander Forbes provides false information to clients I submitted a claim for a withdrawal 12 October 2026. 14 October I received an email from Alexander Forbes advising that they have calculated my tax including the service charge and claim has been submitted for a tax directive. On the AF connect app it shows my claim by tax application. I phoned around 16 October spoke to a consultant who advised they should receive the tax directive back later that day. On 19 October I did a follow up with Sars, consultant, WhatsApp and there is no tax directive received. I followed up again with AF to be advised they did submit and they awaiting feedback. I was also informed about the 20 working days turnaround time. I mentioned to the consultant to that Sars has no record of a tax directive application she assured me it was submitted. I followed up again 21 October as there is no movement on the AF connect app still on tax and as per SARS still no tax directive received application Received. I spoke to Phindile that my documents is still with AF and they have not sent it for the tax directive as yet, she could also not inform me as to why, she said at this point there is no additional information needed. I informed her of the email sent 14 October and she could not say why As of today I am still on tax application on the AF connect app and still no tax directive sent to SARS. Alexander Forbes why are you providing false information to clients. Why send an email saying that my claim has been sent for tax directive, why are you updating incorrect information on the AF app. I don't want to hear about your 20; working days policy. I want a team leader or manager to call me so they can explain. 0 Replies (1) Report Share Alexander Forbes Financial Services Alexander Forbes Financial Services's reply 26 Oct 2026, 08:29 Official Dear Joalene At Alexforbes, our clients are important to us, and I am sorry to learn that you are dissatisfied with our service. Thank you for taking the time to bring this to our attention. We hereby acknowledge receipt of your complaint. We will investigate the matter and provide feedback using the contact details you have provided. Regards Alexforbes Customer Experience Review 27 October: Still waiting how long does it take you to investigate, according to SARS there is still no tax directive. Still waiting for a team leader to call me If you know how, please call me on ***
1 reviews | Active since Oct 2020
Still waiting for you understand customer service
1st review 23 October : Alexander Forbes provides false information to clients I submitted a claim for a withdrawal 12 October 2026. 14 October I received an email from Alexander Forbes advising that they have calculated my tax including the service charge and claim has been submitted for a tax directive. On the AF connect app it shows my claim by tax application. I phoned around 16 October spoke to a consultant who advised they should receive the tax directive back later that day. On 19 October I did a follow up with Sars, consultant, WhatsApp and there is no tax directive received. I followed up again with AF to be advised they did submit and they awaiting feedback. I was also informed about the 20 working days turnaround time. I mentioned to the consultant to that Sars has no record of a tax directive application she assured me it was submitted. I followed up again 21 October as there is no movement on the AF connect app still on tax and as per SARS still no tax directive received application Received. I spoke to Phindile that my documents is still with AF and they have not sent it for the tax directive as yet, she could also not inform me as to why, she said at this point there is no additional information needed. I informed her of the email sent 14 October and she could not say why As of today I am still on tax application on the AF connect app and still no tax directive sent to SARS. Alexander Forbes why are you providing false information to clients. Why send an email saying that my claim has been sent for tax directive, why are you updating incorrect information on the AF app. I don't want to hear about your 20; working days policy. I want a team leader or manager to call me so they can explain. 0 Replies (1) Report Share Alexander Forbes Financial Services Alexander Forbes Financial Services's reply 26 Oct 2026, 08:29 Official Dear Joalene At Alexforbes, our clients are important to us, and I am sorry to learn that you are dissatisfied with our service. Thank you for taking the time to bring this to our attention. We hereby acknowledge receipt of your complaint. We will investigate the matter and provide feedback using the contact details you have provided. Regards Alexforbes Customer Experience Review 27 October: Still waiting how long does it take you to investigate, according to SARS there is still no tax directive. Still waiting for a team leader to call me If you know how, please call me on ***
1 reviews | Active since Oct 2014
Claim Query
Worst service ever and I must say I have dealt with Alexander years before the portal and it was top notch however now the worst service. So after my complained on Friday the 23rd of October's, Innocent made contact via *** advising she will handle my query. That's it no further communication again I had to make contact to hear what's happening and now I got a mail I must email my bank statement from Suzanne Williams. SERIOUSLY GUY'S!!!!! AS I SAID BEFORE I KNOW IT TAKES TIME BUT 3 MONDAY'S IM ON ASSESSMENT AND STILL NOT GETTING ASSISTANCE!!!!!!
1 reviews | Active since Oct 2014
Claim Query
Worst service ever and I must say I have dealt with Alexander years before the portal and it was top notch however now the worst service. So after my complained on Friday the 23rd of October's, Innocent made contact via *** advising she will handle my query. That's it no further communication again I had to make contact to hear what's happening and now I got a mail I must email my bank statement from Suzanne Williams. SERIOUSLY GUY'S!!!!! AS I SAID BEFORE I KNOW IT TAKES TIME BUT 3 MONDAY'S IM ON ASSESSMENT AND STILL NOT GETTING ASSISTANCE!!!!!!