No actual interest in the client.

To whom it may concern (hopefully someone that will have the decency to call me back)

On the 04th of October 2019, I had submitted my claim for a withdrawal. Within a week, my financial adviser had submitted his documents that were required to progress my claim.

Believing that this was Alexander Forbes and somehow expecting a good experience, I trusted the process which advised payout within 4 to 6 weeks.

More than a month later, and having not heard anything from AF, I decided to call the call centre. I was helped by a young lady whose only response was to tell me that the forms were incomplete. Knowing that i had completed all the forms, I forwarded the necessary emails as proof. I called the call centre again and spoke to a gentleman by the name of Ntsako. He, after a long period, confirmed that the original form was complete and advised that he will escalate the matter to the broker. The call cut as we were concluding the conversation but Ntsako had no decency to call me back to finish the conversation.

2 weeks later from my call with Ntsako, I heard nothing from AF and decided to call the call centre back. I spoke to Neo who called the broker while I held on. She advised that the broker will now start processing the application. More than a month later??? Seriously.

I explained to Neo that this is ridiculous and that I refuse to wait any longer with no feedback and no progress. She then advised that she will escalate the issue for a quicker payout. I asked that once this was done, that she get someone to call me to confirm the process and the new timelines to payout. Needless to say, I am still awaiting a call.

AF, your customer service is ridiculous. Yourll have no appreciation for the customer situation. There is clearly a business benefit to you to hold the customers money for longer than you need to and that whys the client payout is really not a priority for you or your company.

I await you phone call ... eventually.