Lack of empathy from AF Team is quite fustrating

Dear Alexander Forbes Teams.

It's quite sad that a large corporation like you can fail in assisting their clients with claims. It is my first time experience with withdrawals of my provident fund and the assistance is so pathetic, When we submit claims for withdrawals that means it's money we need to use for our lives but seems like your team thinks it's just mere toys and we can play back and forth with. The agents are so calm with no assistance is as if they know that there are no consequences and all they can say it's "apologies for the inconvenience"

I submitted my claim through my company and got an sms from AF to notify me that my claim has been received and it should be processed within four weeks. It's long overdue and now today, the last agent I spoke to Thuli who placed me on hold to get a TM and spoke to the TM Patricia who advised that she will get back to me in an hour as they don't have direct contact with the back office.

AF should strive to provide good service not perfect just good but it's failing to do thar while they are trusted with funds which are important to families.

I am quite frustrated by how the Frontline team handles matters and are not able to quite engage with their back office to try help resolve such matter where I have called multiple times with no assistance honestly.

You guys can do better, this is not good for your brand at all given the review rate you guys have. A person can quite honestly say your customer service needs huge improvement. My kids and family are waiting for this money to survive but to you guys it's just one of the client who is unsatisfied and it will pass, that is not right at all.

Thanks Tumi.