M
Madelein
1 reviews | Active since Oct 2025
16 Jan 2026, 14:33
Empty Promises
GA Martins: Complaint reference CCCS - 4039 (Preservation fund CRM: ***)
In reference to the complaint lodged on the 9th of January 2026.
Innocent Kekana from the complaints department at Alexander Forbes confirmed in writing that the matter was resolved and that the payment was to be completed by the end of the week with confirmation to be sent on the 16 January 2026.
It is 14h30 in the afternoon and no payment confirmation or any communication has been received.
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Replies (2)0
Replies (2)
Alexander Forbes Financial Services's replyOfficial
16 Jan 2026, 15:31 Dear Madelein
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.
We will investigate your complaint and provide feedback on the contact details provided.
Regards
Alexforbes Customer Experience
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.
We will investigate your complaint and provide feedback on the contact details provided.
Regards
Alexforbes Customer Experience
Alexander Forbes Financial Services's reply16 Jan 2026, 15:31
Official
Dear Madelein
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.
We will investigate your complaint and provide feedback on the contact details provided.
Regards
Alexforbes Customer Experience
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.
We will investigate your complaint and provide feedback on the contact details provided.
Regards
Alexforbes Customer Experience
M
Madelein's updateReviewer Update
17 Jan 2026, 09:46Appalling service and unfair prejudiced treatment
After numerous e-mails to get assistance, the extremely unprofessional service just continues. Being **** to is one thing but to put it in writing is next level. They don't even have their fact straight, Alexander Forbes claimed that they received the claims document on the 9 of November 2025, this is a Sunday, can not see how that can happen as they don't even work during office hours! the initial document was submitted on the 31.10.2025 to their representatives!
Below is extract of response received the after the first complaint was lodged, with the subsequent latest reply....
"We understand the urgency your claim requires.
We confirm that your claim was registered on 09 November 2025. Please note that during the period from 22 December 2025 to 02 January 2026, our offices operated under a soft closure, with most colleagues returning on 05 January 2026. This period is taken into account when calculating the standard processing timeframe of 6 to 8 weeks.
That said, our Claims Team has confirmed that your claim is currently at the payment stage and is scheduled for finalisation by the end of this week.
We sincerely apologise for the inconvenience caused by dropped calls and the lack of call-backs. This is not in line with our service standards, and the matter has been escalated for investigation to prevent recurrence.
We will provide confirmation on Friday, 16 January 2026, regarding the successful completion of the payment. "
"My apologies for late response. I have escalated to the manager of the claims team regarding the payment, we note that we previously indicated that the claim will be finalised today. We will update you as soon as possible regarding the results of the escalation"
What does it even mean? How can you trust a company with your money if they treat you like this?
This is Saturday and off course they do not work today, hence the above response was only received yesterday at 15:53 - closing time!!!!!! Knowing that nothing further will be done on this.
The absolute blatant incompetence is real in this company!
What is the next steps? CPA? FSB or are you going to move this complaint to the bottom of the pile because of complaints lodged? dragging it out another 2 weeks, will interest be paid?
After numerous e-mails to get assistance, the extremely unprofessional service just continues. Being **** to is one thing but to put it in writing is next level. They don't even have their fact straight, Alexander Forbes claimed that they received the claims document on the 9 of November 2025, this is a Sunday, can not see how that can happen as they don't even work during office hours! the initial document was submitted on the 31.10.2025 to their representatives!
Below is extract of response received the after the first complaint was lodged, with the subsequent latest reply....
- First response:
"We understand the urgency your claim requires.
We confirm that your claim was registered on 09 November 2025. Please note that during the period from 22 December 2025 to 02 January 2026, our offices operated under a soft closure, with most colleagues returning on 05 January 2026. This period is taken into account when calculating the standard processing timeframe of 6 to 8 weeks.
That said, our Claims Team has confirmed that your claim is currently at the payment stage and is scheduled for finalisation by the end of this week.
We sincerely apologise for the inconvenience caused by dropped calls and the lack of call-backs. This is not in line with our service standards, and the matter has been escalated for investigation to prevent recurrence.
We will provide confirmation on Friday, 16 January 2026, regarding the successful completion of the payment. "
- Second response after yet another complaint of no feedback and or Update
"My apologies for late response. I have escalated to the manager of the claims team regarding the payment, we note that we previously indicated that the claim will be finalised today. We will update you as soon as possible regarding the results of the escalation"
What does it even mean? How can you trust a company with your money if they treat you like this?
This is Saturday and off course they do not work today, hence the above response was only received yesterday at 15:53 - closing time!!!!!! Knowing that nothing further will be done on this.
The absolute blatant incompetence is real in this company!
What is the next steps? CPA? FSB or are you going to move this complaint to the bottom of the pile because of complaints lodged? dragging it out another 2 weeks, will interest be paid?
M
Madelein's update17 Jan 2026, 09:46
Reviewer Update
Appalling service and unfair prejudiced treatment
After numerous e-mails to get assistance, the extremely unprofessional service just continues. Being **** to is one thing but to put it in writing is next level. They don't even have their fact straight, Alexander Forbes claimed that they received the claims document on the 9 of November 2025, this is a Sunday, can not see how that can happen as they don't even work during office hours! the initial document was submitted on the 31.10.2025 to their representatives!
Below is extract of response received the after the first complaint was lodged, with the subsequent latest reply....
"We understand the urgency your claim requires.
We confirm that your claim was registered on 09 November 2025. Please note that during the period from 22 December 2025 to 02 January 2026, our offices operated under a soft closure, with most colleagues returning on 05 January 2026. This period is taken into account when calculating the standard processing timeframe of 6 to 8 weeks.
That said, our Claims Team has confirmed that your claim is currently at the payment stage and is scheduled for finalisation by the end of this week.
We sincerely apologise for the inconvenience caused by dropped calls and the lack of call-backs. This is not in line with our service standards, and the matter has been escalated for investigation to prevent recurrence.
We will provide confirmation on Friday, 16 January 2026, regarding the successful completion of the payment. "
"My apologies for late response. I have escalated to the manager of the claims team regarding the payment, we note that we previously indicated that the claim will be finalised today. We will update you as soon as possible regarding the results of the escalation"
What does it even mean? How can you trust a company with your money if they treat you like this?
This is Saturday and off course they do not work today, hence the above response was only received yesterday at 15:53 - closing time!!!!!! Knowing that nothing further will be done on this.
The absolute blatant incompetence is real in this company!
What is the next steps? CPA? FSB or are you going to move this complaint to the bottom of the pile because of complaints lodged? dragging it out another 2 weeks, will interest be paid?
After numerous e-mails to get assistance, the extremely unprofessional service just continues. Being **** to is one thing but to put it in writing is next level. They don't even have their fact straight, Alexander Forbes claimed that they received the claims document on the 9 of November 2025, this is a Sunday, can not see how that can happen as they don't even work during office hours! the initial document was submitted on the 31.10.2025 to their representatives!
Below is extract of response received the after the first complaint was lodged, with the subsequent latest reply....
- First response:
"We understand the urgency your claim requires.
We confirm that your claim was registered on 09 November 2025. Please note that during the period from 22 December 2025 to 02 January 2026, our offices operated under a soft closure, with most colleagues returning on 05 January 2026. This period is taken into account when calculating the standard processing timeframe of 6 to 8 weeks.
That said, our Claims Team has confirmed that your claim is currently at the payment stage and is scheduled for finalisation by the end of this week.
We sincerely apologise for the inconvenience caused by dropped calls and the lack of call-backs. This is not in line with our service standards, and the matter has been escalated for investigation to prevent recurrence.
We will provide confirmation on Friday, 16 January 2026, regarding the successful completion of the payment. "
- Second response after yet another complaint of no feedback and or Update
"My apologies for late response. I have escalated to the manager of the claims team regarding the payment, we note that we previously indicated that the claim will be finalised today. We will update you as soon as possible regarding the results of the escalation"
What does it even mean? How can you trust a company with your money if they treat you like this?
This is Saturday and off course they do not work today, hence the above response was only received yesterday at 15:53 - closing time!!!!!! Knowing that nothing further will be done on this.
The absolute blatant incompetence is real in this company!
What is the next steps? CPA? FSB or are you going to move this complaint to the bottom of the pile because of complaints lodged? dragging it out another 2 weeks, will interest be paid?