CUSTOMER NEGLECT

We are three siblings that inherited from our LATE MOTHERS ESTATE, Marjorie Edith Andrew ID *** 087. Two siblings reside in the RSA, and one in Canada. The siblings residing in the RSA received their part of the Denel Surplus Pension from Alexander Forbes as assigned by Denpen. However, the sibling in Canada did not. She communicated by email to Alexander Forbes on various occasions without success for the payment. She then received an email from Alexander Forbes stating the following: "Hope this finds you well. Please be advised that Denel Pension Fund is moving to Momentum as from 01 March 2019, therefore we cannot make any further payments as all that has been closed now. Unfortunately I cannot assist". This process commenced with the siblings receiving an email from Adendorffs on 20 September 2018. We then received an email from Alexander Forbes on 16 January 2019 requesting our late mother’s death certificate. Your representative of Alexander Forbes LINDA RENGQU sent the message "Hope this finds you well. Please be advised that Denel Pension Fund is moving to Momentum as from 01 March 2019, therefore we cannot make any further payments as all that has been closed now. Unfortunately, I cannot assist". Linda Rengqu also sent the following message on 22 February 2019: "Hi Leslie, Thank you for your email. If you want the funds to be transfer to your banking account then you’ll have to Post your documents, we are not the ones paying for claims, but Standard Bank is. They will need your original documents. Kind Regards Linda Rengqu, l Administrator, l Operations and Administration l FINANCIAL SERVICES". Alexander Forbes is responsible to complete the process. They were assigned to handle the entire surplus not just two-thirds. We lost a mother and now Alexander Forbes has received their payment but neglected to ensure one sibling has received what is owing to here. I hope management will act and assist my sister Miss Susan Leslie Andrew - *** 089