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kgabo M

1 reviews | Active since Sept 2018

03 Sept 2024, 17:21

Bunch of ****s

So the AF has known since last year that they would be a two pot system that will be implemented in September 1st. At no point did the executives plan around how this will be rolled out, LITERALLY LESS THAN A MONTH before the system has to be implemented do they think it's time to update their app(LACK OF PLANNING). So according to AF it takes over a week to calculate how much would got into the two pot system (simple IT algorithm,10%of x,and set a parameter of R300k). Considering that the company will make billions in admin fees,them investing in a team to handle this once should be no brainer,the entire team that was responsible for the transition does not need to kept on,or better yet the existing team can be added on this project. According to AF,the WhatsApp linea have been temporarily closed as they are processing and receiving claims,however the website has been down for ober a week so which claims are they processing. AF is a bunch of incompetence ****S! Also,the silence around this whole situation is very uncomfortable,I'm waiting for the article showing that there is no money,and AF executives have fled the country

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Replies (2)
Alexander Forbes Financial Services
Alexander Forbes Financial Services's reply04 Sept 2024, 08:06
Official
Dear  kgabo, 

At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.  
 
We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused. 
 
Alexforbes is receiving and processing claims, however we are experiencing unusually high traffic volumes on AF Connect due to the two-pot system. Please refresh or try again later.

We apologise for any inconvenience this may cause and appreciate your understanding and patience
  
Kind Regards 
Customer Insights and Escalations 
kM
kgabo M's update04 Sept 2024, 08:28
Reviewer Update
I'm over the moon that you I am receiving an automatic message that is also on the website. Where is the AF PR team? What is the contingency plan? I wonder if AF can comprehend that when a client is not happy,your reply is "you appreciate my understanding and patience, clearly there is no understanding on my end nor patience,there is no understanding as to why you were not prepared,no understanding as to why you spent money and resources trying to convince people not to claim instead of actually planning on what will happen when people claim,no understanding as to where tou get the audacity to push back the days to process for 2days then still failing so dismal y ,no understanding as to why there is no communication from AF about why you were failing. You can clearly do it,I have been receiving countless emails about webinars that were held and I believe at one point your top executive was on TV advising people not to withdraw,but no there os LITERALLY no communication from you,hence we find ourselves on this platform expressing our frustrations!