RN
Rolanda N
1 reviews | Active since Jan 2018
11 Apr 2023, 14:40
AF has lost more than a few letters of the alphabet
AF, look at all the bad reviews u received in one day only. Mine is the same. What on earth happened? Do u still have a provident fund claims department? Not even your helpdesk personnel or their supervisor can get hold of them. Have they received training on turnaround time and do they know the meaning of a SLA? My family and I would like to know when I shall receive my payout, because our medical aid is already on hold and other disasters are around the corner. Again, what happened to this once professional and dynamic company?
Helpful (0)
Replies (5)0
Replies (5)
Alexander Forbes Financial Services's replyOfficial
11 Apr 2023, 16:04Dear Rolanda
At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.
We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused.
We will investigate your query and provide feedback with the contact details provided.
Kind Regards
Customer Insights and Escalations
Alexander Forbes Financial Services's reply11 Apr 2023, 16:04
Official
Dear Rolanda
At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.
We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused.
We will investigate your query and provide feedback with the contact details provided.
Kind Regards
Customer Insights and Escalations
RN
Rolanda N's updateReviewer Update
11 Apr 2023, 16:10Thank you for the automatic reply, the question is WHEN? Do you get your money on a specific day of the month?
RN
Rolanda N's update11 Apr 2023, 16:10
Reviewer Update
Thank you for the automatic reply, the question is WHEN? Do you get your money on a specific day of the month?
RN
Rolanda N's updateReviewer Update
11 Apr 2023, 17:18I received an e-mail from customer complaints who clearly consulted the online portal only and I had more facts surrounding the issue than them. And OBVIOUSLY they asked for ANOTHER 3 working days to get back to me. I AM thankful though and will provide feedback here next week as to whether the unthinkable happened and AF finalised something in time.
AF has, as I insinuated in my first write-up, lost control over the turnaround time of their own claims team.
Again, compliments to the call centre team, who has been sharp, helpful and efficient throughout.
The *** team remains unresponsive - about 4 weeks now.
Did I mention that NO CONTACT tel numbers get provided...
AF has, as I insinuated in my first write-up, lost control over the turnaround time of their own claims team.
Again, compliments to the call centre team, who has been sharp, helpful and efficient throughout.
The *** team remains unresponsive - about 4 weeks now.
Did I mention that NO CONTACT tel numbers get provided...
RN
Rolanda N's update11 Apr 2023, 17:18
Reviewer Update
I received an e-mail from customer complaints who clearly consulted the online portal only and I had more facts surrounding the issue than them. And OBVIOUSLY they asked for ANOTHER 3 working days to get back to me. I AM thankful though and will provide feedback here next week as to whether the unthinkable happened and AF finalised something in time.
AF has, as I insinuated in my first write-up, lost control over the turnaround time of their own claims team.
Again, compliments to the call centre team, who has been sharp, helpful and efficient throughout.
The *** team remains unresponsive - about 4 weeks now.
Did I mention that NO CONTACT tel numbers get provided...
AF has, as I insinuated in my first write-up, lost control over the turnaround time of their own claims team.
Again, compliments to the call centre team, who has been sharp, helpful and efficient throughout.
The *** team remains unresponsive - about 4 weeks now.
Did I mention that NO CONTACT tel numbers get provided...
RN
Rolanda N's updateReviewer Update
18 Apr 2023, 14:21As predicted, no solutions or good news. I am of the opinion that AF PURPOSELY delayed the process.
On the 17th received a brupt e-mail stating that they 'cannot' process any claims until the section 14 process is completed (this AFTER an e-mail stating I shall get paid!!!). TOOK THEM 5 weeks to get this message to me...
Did I mention that my friends handling similar matters are of the opinion that they could have paid me if they wanted to? Still no tel no's or personal contact and call centre staff not allowed to talk to me hmmm.
I have escalated the matter to the FSCA.
I am under credit counselling and this debacle can cost me all my assets.
On the 17th received a brupt e-mail stating that they 'cannot' process any claims until the section 14 process is completed (this AFTER an e-mail stating I shall get paid!!!). TOOK THEM 5 weeks to get this message to me...
Did I mention that my friends handling similar matters are of the opinion that they could have paid me if they wanted to? Still no tel no's or personal contact and call centre staff not allowed to talk to me hmmm.
I have escalated the matter to the FSCA.
I am under credit counselling and this debacle can cost me all my assets.
RN
Rolanda N's update18 Apr 2023, 14:21
Reviewer Update
As predicted, no solutions or good news. I am of the opinion that AF PURPOSELY delayed the process.
On the 17th received a brupt e-mail stating that they 'cannot' process any claims until the section 14 process is completed (this AFTER an e-mail stating I shall get paid!!!). TOOK THEM 5 weeks to get this message to me...
Did I mention that my friends handling similar matters are of the opinion that they could have paid me if they wanted to? Still no tel no's or personal contact and call centre staff not allowed to talk to me hmmm.
I have escalated the matter to the FSCA.
I am under credit counselling and this debacle can cost me all my assets.
On the 17th received a brupt e-mail stating that they 'cannot' process any claims until the section 14 process is completed (this AFTER an e-mail stating I shall get paid!!!). TOOK THEM 5 weeks to get this message to me...
Did I mention that my friends handling similar matters are of the opinion that they could have paid me if they wanted to? Still no tel no's or personal contact and call centre staff not allowed to talk to me hmmm.
I have escalated the matter to the FSCA.
I am under credit counselling and this debacle can cost me all my assets.
RN
Rolanda N's updateReviewer Update
18 Apr 2023, 19:20In closing. This was a waste of time which has achieved nothing and I have now requested an attorney to assist.
I have more than sixty pieces of evidence and will be claiming for damages and the impact that this (incorrect and inconsistent feedback) has had on my and my daughter's health and wellbeing.
I have more than sixty pieces of evidence and will be claiming for damages and the impact that this (incorrect and inconsistent feedback) has had on my and my daughter's health and wellbeing.
RN
Rolanda N's update18 Apr 2023, 19:20
Reviewer Update
In closing. This was a waste of time which has achieved nothing and I have now requested an attorney to assist.
I have more than sixty pieces of evidence and will be claiming for damages and the impact that this (incorrect and inconsistent feedback) has had on my and my daughter's health and wellbeing.
I have more than sixty pieces of evidence and will be claiming for damages and the impact that this (incorrect and inconsistent feedback) has had on my and my daughter's health and wellbeing.