Extremely shocking level of incompetence from Zinhle and her team at Alexander Forbes

I called Alexander Forbes last week to find out about my claim and they told me that my tax application had been declined by SARS and they had to correct it and resubmit. My concern is that if I didn’t call them to query I would not have known, on Tuesday I called them again and they still told me that the tax application had been rejected again, the manager Zinhle couldn’t tell me why because she said they cant see anything from their screen. In all this time I spoke to about 5 people at that office and all of them gave me conflicting stories. It is so appalling how disorganised they were. I eventually called SARS myself after receiving some attitude from some of the AF staff and SARS told me that the Tax application was rejected multiple times because an entry was put in where a passport number was required and that had to be corrected. I eventually called AF back and the staff member confirmed that the fault was on their side when they were submitting my documents. Today I get a call from AF and the guy tells me that they have escalated the matter, they don’t know what the issue is and that they can’t give me a timeline on when it will be resolved. I have dealt with AF a number of times and have never had issues but this has been the worst service I have received from a group of people working in any organisation. The standards have definitely dropped to rock bottom. How do I know that the issue is with their submission and they don’t. First I was told that it was a simple issue that could be corrected, then the next person tells me that I have to email them a Notice of Registration, then the manager tells me she doesn’t know what the issue is when some of her team members say they know. This is incompetence of the highest level!!!