Consumer rights abuse

Alexandra Forbes claims department is dragging their feet at releasing my mother’s pension claim. The company was happy to receive clients transferred from Sanlam and my mother’s employer (AmptenareVdngk pension schemes) yet, when my mom tries to claim her pension funds Alexandra Forbes is ducking and diving.

Sanlam confirmed that my mother’s funds were transferred over to Alexandra Forbes in March 2024 after I complained about them on HelloPeter. My mom and I went to both Alexandra Forbes and Sanlam in February, when Alexandra Forbes sent us on a rollercoaster ride by referring us to Sanlam Houghton yet they knew very well that the funds are sitting with them. Once Sanlam confirmed that my mom’s funds were no longer with them, I emailed Alexandra Forbes my mother’s completed documents on 15 March 2024. Alexandra Forbes sat with the documents and did not communicate or action the claim, as they hid behind the Google crash and a backlog they were working on.

I followed up with the claims team on 02 April 2024, where I was referred to Helen. She only confirmed receipt of the documents upon my follow up and noted a 4-6 weeks lifecycle of their claims process. I followed up with her and the claims team on the progress of the claim since the claim has far exceed its 4-6weeks life cycle. To show the lack of compassion from Helen and inertia with assisting with client claims, she asked me for ID/DOB yet all the information is available in our email threads and the documents are attached.

I fail to understand why a huge corporate like Alexandra Forbes would fail to process the claim in a smooth and efficient manner for their clients. Why does it feel like clients are begging, yet the monies due to them are rightfully theirs and the corporate was happy to receive the funds. Or is it the corporate’s business culture and values, to make this process as painful and tedious as possible. My mom is ill and needs the funds for her medical expenses. At this point it feels like the funds are coming from Helen’s personal account or she is doing us a favour. If she does not have the capacity to complete this claim, or if we are not the clients that are worthy of her time and efforts, may the claim please be handed over to the person who is capable of assisting and showing compassion to clients. I would like to remind Alexandra Forbes, that this is an abuse of consumers rights.