*********** and Poor Customer service

I registered my 2 pot claim on the 6th of September 2024. However, my claim was rejected by my bank because of the name not matching on the bank statement. My ****en surname because I have not changed yet. On the 9th, I submitted my supporting documents.(ID, Marriage certificate and bank statements) And I was inform my application will take longer and it will be done manually because of names that do not match. I had to call constantly and had received any communication from the AF. To my surprise 30 days later I am informed that I need to change my name with my bank which might take another month. I will need get a new ID with my marital surname in order for me to do that. Thier consultants are very dismissive. I spoke to Palesa and explained that to her. He response was they cannot do anything regarding the issue. I requested to speak to a manager, the team leader refused as per Palesa's communication and she sent to complaints after I insisted to speak to a team leader.

The complaints consultant was helpful, she said she will escalate the issue and request the payments should have my ****en surname as the payee name to match the name on my statement.Now the payment information that was sent through to my bank was my marital surname as the payees name as per the information reflecting on the website proof of payment. A similar incident happened with one of your clients and she had the similar situation as mine. However, her payment was processed using her ****en surname as payee name. Which means that is possible. I am truly not happy with the service at Alexander Forbes. How does one process apply for a client and cannot not be done with the next. Thier consultants are *********** and they have poor customer services. All the supporting documents were sent on the 9th if September 2024. Or is it negligence or ignorance.