Festive Blues

I received a notification that my payout was not successful as a result of failed bank verification on 10 Dec 2018 at 17:20. I anticipated this as I have changed my surnam with the bank a month back. I respond to the message on the 11 Dec 2018 as this place was closed after I received the sms.

I speak to a guy who was very helpful, advised that I should send through ID copy and confirmation of bank details or a bank statement. I remember specifically asking him if that is the only documentation required and he said yes! I asked how long the payout would take once the documents were received, he said 3-5 working days. I think, great.. In time for my debit orders to run this month and for some goodiea to be bought for Christmas.

With this, I head to the bank on the 12 Dec 2018 to get the confirmation requested, send through the documents. Not receiving an automated message or any response doesn't sit well with me so I decide to ring up on the 18 Dec 2018 and speak to another agent who tells me that no docs were received (that's funny, the email is in my sent mail and I was pretty sure it went through). Anyway, I ask my husband to send my docs again as I thought something was probably wrong with my email. He sends through the documents and gets the automated response that says someone will be in contact with you within two working days. I assume that things are processed as no one has called to inform of any further docs required or anything.

Today is the 24th Dec 2018, it is Christmas eve. I check my account this morning and no funds are reflecting so I decide to call Alexander Forbes AGAIN! I speak to Xolani who now says that he sees my documents, but I am missing my marriage certificate.. I say excuse me? I have never ever heard that I should be sending a marriage certificate. He further tells me that feedback from the administrators takes 3-5 working days and not the payout. I am gob-smacked! I broke down and cried and asked him to treat my situation with urgency as I was expecting debits to run today and needed the money as soon as possible. I also requested to speak to a manager and was told Management is in a meeting. I sent my marriage certificate by the way to Xolani's personal email and pleaded with him to walk this process through.. I received a standard email back to say its with the administrators. I decided to call 2hrs later to check on the status of the account and am now told by an IVR that the offices are closed and will only reopen on Thursday the 27th Dec 2018.

Working in the call centre industry for almost 11 years, I know about the excuse of "my manager is in a meeting". I know that empty promises are made, but from Alexander Forbes? Never would have thought!

This has by far been the worst service I have received. I have done the calling, I have made the follow ups and I will incur the cost of my bank and of my credit scoring. Just like companies can so easily add costs when they call around after you and put on admin fees.. I expect to be reimbursed for all the trouble I had to endure for MY OWN money and for making my festive a very sad one. Im gatvol of companies taking good people for a ride!!!