Complaint

To Whom It May Concern,

Subject: Formal Complaint Regarding Delay in 2-Pot System Withdrawal

I am writing to formally lodge a complaint against Alexandre Forbes regarding the handling of my 2-Pot system withdrawal claim.

On **22 April 2025**, I submitted my completed 2-Pot withdrawal form to your institution. I received a confirmation email from a staff member, Nosanzana/Nonkosi Dlamini, acknowledging receipt of my documents. I was subsequently informed that the processing time for the funds would be **4 to 6 weeks**. Based on this, I reasonably expected the payout to be processed and reflected in my bank account by **the end of May 2025**.

To my dismay, by **2 June 2025**, I had still not received the funds. I contacted your call centre, only to be informed that my withdrawal form had apparently "laid dormant" and was only being attended to **at that point**—**more than a month later**.

When I inquired why there had been no follow-up or communication regarding this delay, I was told that correspondence had been sent to my **previous work email address**. This is entirely unacceptable, especially since I had submitted a **certificate of service** explicitly stating that I was no longer employed there. Additionally, your systems contain my **personal email address**, yet no one made the effort to communicate through the correct and verified channels.

This incident reflects a **serious lack of accountability, internal communication, and professionalism**. I find it both disturbing and unacceptable that a financial institution entrusted with people’s retirement savings is capable of such negligence. An agent even acknowledged that my case had surpassed the expected processing period and apologized for the inconvenience—but **two months later**, I still have not received my funds.

Your institution has demonstrated:

* Gross incompetence in managing client data and documents * A complete disregard for your clients’ financial needs and time * Failure to uphold the basic standard of transparency in communication

I am now strongly considering transferring my pension investments to another institution such as **Momentum**, where I hope to receive better service and reliability.

I request an immediate resolution to my claim and a **written explanation** for the delay, as well as **assurance** that my funds will be released without any further delays.

Should I not receive a satisfactory response within today, I will have no choice but to escalate this matter to the **Financial Sector Conduct Authority (FSCA)** and other relevant bodies.

Regards, ***