Alex forbs making bad experiences worse :(

My Wife and I are trying to assist my mother and we are not getting any joy from alexforbs, the letter my wife is submitting today follows:

1. My father-in-law passed in away on 22 Jan 2022, ID *** 086.

2. The documentation to pay out my deceased father-in-law pension to my mother-in-law was send to Alexander forbes on 16 Feb 2022.

3. I phoned on 11 March 2022, and was told that processing takes up to 6 to 8 weeks.

4. I phoned on 14 April 2022 and was informed that the documentation was only received on 11 March 2022, that was when I phoned, but it was send on 16 Feb 2022. First point of concern.

5. I phoned on 11 May 2022 and was told that my mother-in-law was loaded on the system and will start receiving pension the latest 1 Jun 2022

6. I phoned on 24 May 2022 to confirm if she was still going to receive the payment on 1 Jun 2022, but was informed that the account was suspended. We must submit the marriage certificate, which I then e-maild on 24 May 2022. This is the second point of concern, why was we not informed when the documentation was send the first time, that the marriage certificate was not attached.

7. I phoned on 25 May 2022 to confirm if the marriage certificate was received, it was confirmed that it was loaded.

8. 27 May 2022 I spoke to Thato and was informed that there is a complication with the insurer, there is no timeline, and I need to follow up in a week.

9. 2 Jun 2022 I phoned again twice, the operators said that they will call me back, but they did not.

10. 3 Jun 2022 I phoned again and was told that there was a tax freeze, that the overpayment cannot be deducted from the amount that must be paid to my mother-in-law and that I must request an overpayment letter to pay back the money, and then the overpayment will be cleared and she will be able to receive the pension. I was also informed that I must send through her tax number, which was included in the mail on 16 Feb 2022.

11. 3 Jun 2022 I e-mailed my mother-in-law tax number through to alexander forbes.

12. 8 Jun 2022 I phoned again and was told that the overpayment letter was not send yet, and that the operator will expedite it to be forwarded to me by latest Friday.

13. 13 Jun 2022 I phoned again and was informed that the incorrect tax number was send to SARS. SARS need to cancel the tax certificate first before they can proceed. It is no longer necessary for an overpayment letter, since the overpayment will be deducted from the amount that will be paid to my mother-in-law. I was told that I can phone on Wednesday to follow up.

14. 15 Jun 2022 I phoned again, hold on for more than 15 minutes and was told that the process to cancel the tax certificate is still in process and that I can only follow up next week Wednesday, 22 Jun 2022.06.15

This is long overdue and my concerns are as follow:

1. The documentation was only looked at when I phoned on 11 March 2022, although it was send on 16 Feb 2022

2. It was not checked if all the documentation was received

3. The incorrect tax number was send through to SARS

4. It is now 16 weeks since we had send through the documentation

5. It appears as if the administrator is ***********, not checking the documentation, not informing us that a document was not submitted, not submitting the correct through to SARS.

6. It put financial strain on the family to fund my mother-in-law during this time.

7. How long do we still need to wait for this to be finalized?

8. Is this the customer care that you are proud to serve to your clients?