AF online a bureaucracy of note.

I am waiting on a pension lump sum payout from AF. I have been tracking the progress via their claims widget on the AFonline website. After weeks watching the progress bar moving forward through the steps I noticed it also jumps backwards to the beginning at random, in short it does not work at all to track any real progress.

Eventually my claim was closed and the payment rejected (Not AF fault) I then submitted updated documents so the payment could be processed. I have not been earning I am in financial distress with creditors knocking at the door, I have no money to even eat and my whole wellbeing relies on the payment going through ASAP.

I have been calling AF online help to see if it can be escalated, as well as enquiring about the status. I am astounded at the bureaucracy. The consultants are rude, brusque, and generally heartless I am told effectively to shut up and wait an undisclosed period.

AF do you not realize the distress this can cause to people? There is no effective way to track a claim or payment from a customer perspective and for weeks I have just been sitting in the dark and still am Calling the helpline yields absolutely nothing!

I am so disappointed in what I understood to be a professional company handling my investment.