ATROCIOUS CLIENT EXPERIENCE WITH ALEXANDER FORBES!!

I have never experienced such atrocious service from a financial services company. I sent through a claim in SEPTEMBER 2023 for my son’s fees that were due on 15 JANUARY 2024. This was my part as a responsible parent to ensure the child’s fees are sent on time.

At first you are met with a cold response of payment will be made “if” the claim/ child is eligible, while this was confirmed to me that the child is no registered on their system upon my husband’s death in 2021.

I sent through the required documents, and had to resend them because a consultant at Alexander Forbes clearly did not do their due diligence, hence the request for the documents.

We had to wait a long time for a response because the initial consultant was on leave, can a huge institution like Alexander Forbes really leave clients hanging for days and not have a back up plan for while their staff members are on leave?

In the 4 months of waiting for this claim, I’ve experienced non response to my emails because you have to send the same email multiple times in order to get a response.

When they eventually decided they will be making payment the payment returned twice, to this day I do not have an answer as to what the rejection reason is so we can see how to resolve this. They in turn asked for the school’s alternative bank details. The school has no alternative bank details the schools bank account is a bank approved bank account so I really do not understand why they cannot make this payment. I was able to make the payment of my portion of the fees without hassle what is so difficult for a financial institution to make a payment, shouldn’t they be experts in such matters?!

I called the consultant on Thursday and she promised they will make payment yesterday because the person who makes payments is on leave and will only be back on Monday and I must check with the at 15:30(beats me why I should check only at 15:30 because that is usually most banking cut-offs). So my deadline of 15 January due date for fees means absolutely nothing to them. And again I must suffer because someone is at leave at Alexander Forbes, even though I have stressed multiple times that fees are due on 15 JANUARY!!!

When I followed up yesterday this was the response I got:

Good Day Thabisile

Hope you are well

We apologise for the inconvenience caused

Payment will be processed tomorrow by midday.

Regards

Today is the 16th of January and my son’s fees are still not paid.

Alexander Forbes your service is atrocious to say the least, please take your clients seriously!!!