DP
Des P
1 reviews | Active since Dec 2009
18 Jul 2023, 11:24
Alexander Forbes - Ignoring mails and not answering calls - no customer service
Sent several mails since 4 July 2023 to AF and no response. The calls do not get answered and I end up waiting for over 17 minutes with no answer before ending the call.
Today I get an automatic email stating the email address is under maintenance from 18 July until 25 July. A multi million rand company cannot provide an alternate email address?
This is not a professional company. My current experience, I would rate them as bad as government departments.
My provident fund was moved from my previous employer without my knowledge and my beneficiaries have mysteriously disappeared. The service from AF is shocking and non-existent.
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Replies (2)0
Replies (2)
Alexander Forbes Financial Services's replyOfficial
18 Jul 2023, 11:33Dear Des
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
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 reply18 Jul 2023, 11:33
Official
Dear Des
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
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
DP
Des P's updateReviewer Update
24 Jul 2023, 20:36I received exemplary service from Jack Matlou who handled my complaint. He called me shortly after I logged my complaint and managed to resolved my main issue with the IT team. He kept me updated throughout and although I am still awaiting the IT team to resolve an issue on their website, I feel confident Jack will ensure this is resolved too.
Lebohang Kgasi was also great with communication and kept following up. I hope this level of service from Jack and Lebohang can be replicated by the customer service team at the call centres and email response teams.
Lebohang Kgasi was also great with communication and kept following up. I hope this level of service from Jack and Lebohang can be replicated by the customer service team at the call centres and email response teams.
DP
Des P's update24 Jul 2023, 20:36
Reviewer Update
I received exemplary service from Jack Matlou who handled my complaint. He called me shortly after I logged my complaint and managed to resolved my main issue with the IT team. He kept me updated throughout and although I am still awaiting the IT team to resolve an issue on their website, I feel confident Jack will ensure this is resolved too.
Lebohang Kgasi was also great with communication and kept following up. I hope this level of service from Jack and Lebohang can be replicated by the customer service team at the call centres and email response teams.
Lebohang Kgasi was also great with communication and kept following up. I hope this level of service from Jack and Lebohang can be replicated by the customer service team at the call centres and email response teams.