Complaint Regarding Delayed Tax Free Account Withdrawal Process

I am writing to formally express my disappointment regarding the handling of my Tax Free Account withdrawal request.

On 21/04/2026, I submitted my withdrawal application from the fund. However, on 19/05/2026, I was informed that the application form had allegedly not been received and that my banking details were not submitted for payment processing. This was extremely concerning, as the required documents had already been provided from my side.

Then, on 20/05/2026, I received a notification stating that the claim had been processed. During my communication with your consultants, I was advised that the standard turnaround time for a withdrawal is five working days. I therefore raised concern regarding why my process took almost a month to progress, especially when there appeared to be a lack of accountability from management regarding the delays and misinformation communicated to me.

Unfortunately, I was informed that there was nothing further that could be done and that I would simply need to wait longer for the matter to be resolved. I find this response disappointing and disheartening. As a client, I expected better communication, professionalism, and accountability throughout this process.

The negligence and poor handling of this matter have caused unnecessary frustration and inconvenience on my side. I kindly request that this matter be urgently reviewed and that clear feedback be provided regarding the delays, accountability, and the expected final payment date for my withdrawal.

I trust that this complaint will receive the attention it deserves and that steps will be taken to prevent similar situations from affecting other clients in future.

Kind regards,Boikanyo Motale