Angry Customer

My father had a monthly pension with Alexander Forbes, when he passed away, we completed the forms to transfer the monthly pension to my mother. this was on the 23 jan 2026 they confirmed receipt of the documents and that someone would contact us within 24 to 48 hours. no feedback was received as to whether the documents was in order and if we needed to submit additional information. I would call every two weeks to follow up and all they said its take 6 weeks to process and load my mother on the system then she will receive the monthly payments. This in my mind means that all is in order the last week in March 2026 i get an email to say we need to submit the marriage certificate. Why did it take so long for someone to get back to us. Why did I have to call so many times and why could no one tell me about the marriage certificate THEN they said once we submit the marriage certificate it will take 6 weeks to load her on the system. I mean why so long! again no feedback on the 14 April 2026 I call again to find out if everything is in order and on track. They say they received on the 1st of April and they will no check if the document received is acceptable. I mean this is not ON! what were they doing with the information for two weeks. If i hadn't called, then nothing would have been done. The service is terrible the turnaround times are ridiculous. The admin staff is terrible the call center staff just repeat the same story as they were programmed to say Turnaround times the whole time. I asked that this be escalated I asked that i speak to senior and i was told this is not possible.

I explained that father had passed away and my is depending on the income and has had no income since December last year and they have no sense of responsibility and accountability i mean this institution does not realize they are working with people's money!!