Atrocious Customer Service from Alexander Forbes

This is a complaint against Alexander Forbes management. It is very clear that despite their reply remarks to each of the 19 complaints on this platform for 2023 alone, being that their customers are important to them, they have no concern for their customers and the level of service that they provide people that have hundreds / millions of rands invested with them. I have during the past week made no less than 8 telephone calls to them. With each call, after having selected not to opt for a call-back from them, have held on to the line a minimum of 15 minutes and once for 48 minutes, without success. I did once manage to speak to someone and enquired from him (Radesh) as to when my wife’s pension claim would be paid out to her, he had us ( my wife & I) hold on while he enquired. He then said to us that all had been finalised and that the payment would be done in 2-3 days. Needless to say that we are still waiting. Ever since the claim was submitted in November 2022, my wife has only received a receipt of her claim. No communication further. i bet that should the roles have been reversed, with other words should we have owed Alexander Forbes money, they would pester us on a daily basis with calls and mails. It is astonishing to think that AF management think it is acceptable to expect that a customer would be happy that they make a false promise to call you back within 48 hours. Why not call back within 4 working hours? They are obviously trying to put off having to pay a customer what is die to them for as long as possible. Is there no accountability when it comes to what their staff tells the customers? If my wife’s pension claim was to be paid out within 2-3 days, it should have been paid by Thursday 12 January. Is it really unreasonable of a customer to expect that in the event where the payment was delayed for whatever reason, the customer would be notified and that a valid reason as well as a new date of payment would be supp****. Message to AF management: If you do not understand what “Customer Service” is, and cannot put customer service procedures in place and/ or cannot train your staff, please feel free to contact me. I will make myself available to do it for you.