Extremely poor service and absolutely unacceptable response times

Extremely poor service and absolutely unacceptable response times

I have been trying to get assistance from Alex Forbes since the beginning of July regarding a tax directive issue caused by an error on their side. Because of this error, I am currently unable to submit my tax return.

I have contacted them numerous times via email and phone, yet I still have not received a proper response or any meaningful assistance.

What makes this even more frustrating is the constant empty promises. I was previously told I would receive a response within 2–3 days — that was over a month ago. Then, after following up again, I was promised another response, and it has now been more than two weeks since that email. Most recently, I was told to wait another 3 business days, and I am still waiting.

How is it acceptable for a company to take months to correct an error that THEY made, while the customer is left unable to complete their tax return?

I have done nothing but follow up, call, email and wait. Every time I contact them, I seem to get another promise that someone will respond, but nobody actually resolves the problem.

This level of service is unprofessional, frustrating and completely unacceptable. If the error was made on your side, the responsibility should be on you to correct it promptly — not leave the customer chasing you for weeks on end.

I am now completely fed up with the lack of urgency and accountability. More than two months of chasing a company to correct its own error is ridiculous.

Alex Forbes needs to seriously improve its customer service and take responsibility for resolving issues instead of repeatedly making customers wait with no proper communication.

I’ve had the same issue trying to get my money from them when I was told I had more money than what I received and still didn’t get anything to this day. Please resolve this matter ASAP. I am no longer willing to keep waiting indefinitely for an issue that should have been corrected months ago.