Appalling Service

Good day , I am writing this complaint with the upmost frustration, there are no words to express how frustrated and helpless I am feeling. I received a pay-out to the amount of R2,089.71 on the 10th October 2021 from Alexander Forbes. I recently received a notice from SARS indicating that I need to pay in a certain amount of money, upon investigation it was discovered that Alexander Forbes had listed that they paid me an amount of R25,581.00 -this even reflects on my IRP5. I have never received that alleged amount of money. 1. On the 22nd December 2024 I sent and email to various people at Alexander Forbes asking for assistance. 2. 23rd December 2024 I received an email stating that they had no record of such payment. 3. 23rd December 2024 I was asked for my ID number so they can assist me- no further assistance was received! 4. 24th December 2024 I followed up regarding my email sent on the 23rd December 2024.( I also asked for proof of payment indicating that they had paid the alleged R25,581.00) 5. 27th December 2024 I followed up again. 6. 30TH December 2024 I followed up again. 7. 30th December 2024 my email was ‘’ acknowledged’’ and forwarded to ZZGestetner Team to assist. 8. 30th December 2024 I asked for my IRP5 certificate and emphasizing the importance as SARS keeps sending me warnings. 9. 31st December 204 I received an SMS stating my documents were received but no communication was even received-how is that possible??? 10. 7th January 2025 – I followed up again. 11. 7th January 2025 I surprisingly received a email stating that I need to complete a claim form they suddenly found a record and there is money due to me (I also forwarded the same email and documents that were sent in September 2021 and asked what happened to those documents and why do I have to recomplete a form) • I received two response one from Madikwetsi Mokotedi literally just stating ‘’ we need updated information’’ Second response was from Nomthandazo Coka stating ‘’ this was not a payment but a section 14 transfer on your benefit which was transferred on the 24/08/2022. As soon as we done with your claim I will issue you with the latest tax certificate. • When I enquired what happened to my original documents submitted in 2021 I was told ‘’ The claim form received in 2021 was used and pay the other member’s record and claim was finalized in 2021’’

I ended up recompleting the claim forms and resubmitted the documents on the 8th January 2025 as I could see that this is a loosing battle I’m not getting any assistance nor clarity, then I was told to send a certified ID and letter of employment I resubmitted the ‘’outstanding documents ‘’ on the 10th January 2025 and to date I have not heard anything nor received any form of clarity regarding this situation. I am appalled by the level of unprofessionalism experienced from Alexander forbes , and I hope no one has to endure what I have experienced in the past weeks. This total disregard to clients is sad and disappointing to say the least. Mind you this is negligence caused by Alexander Forbes and no form of apology or clarity has been given and I am lost, I do not know what to do to get help!!!