Alexander Forbes - Dazed and Confused

9th of May 2022, I logged a Pension Fund death claim on behalf of my mum, the surviving spouse of the fund member.

19th of May 2022, after no feedback I logged a complaint - reference; AAAA-4729

25th of May, Mpho Mohlabi responded to the complaint and stated the following; 'Mrs. Reuben has been loaded to receive a monthly pension as of June 2022'

11th of July, after my mum failed to receive a pension in June. I responded to the complaint above requesting confirmation of payout. There was no response.

18th of July, called the call centre and was told that the pension claim has not been loaded on the system. I asked that this be escalated and for the call centre agent to immediately call me back with confirmation that this has been resolved. There was no call back.

20th of July, received an email from Whitney Stanger requesting both sides of the spouse's ID to be sent. This is after 72 days of putting in the claim.

I need answers, not more questions!!! Why did I receive confirmation that this was loaded on the 25th of May? Why is there no response even once a complaint is logged?