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Mthokozisi C

1 reviews | Active since Jul 2011

17 Dec 2019, 12:22

Pathetic Service: Alexander Forbes

I resigned from my previous employer in February 2019 and requested Pension funds to be transferred to the new employer. Both employer funds are administered by Alexander Forbes. There was no response from claims division. Another form was submitted to claims three months later, there was still no response. I then submitted a complaint which was attended by Khululwa Zwide who then requested that the form be resubmitted to her directly. The form was resubmitted and she forwaded to claims division. This was now in October 2019.

On the 23rd of October, I received an SMS notifying me that the claim will be finalized in 4 weeks. I have sent several emails asking for feedback. There is no feedback. Tracy van Eeden responded later asking Noxolo Mazibuko to provide feedback, there is still no word from Noxolo. Currently, I do not know where the funds are, they have also disappeared from the mobile app. I am extremely dissapointed with the service.

0
Replies (2)
Alexander Forbes Financial Services
Alexander Forbes Financial Services's reply18 Dec 2019, 08:15
Official
Dear Mthokozisi, 

Thank you for taking the time to advise us of the poor service that you experienced.

I hereby acknowledge receipt of your complaint and apologise for the inconvenience caused.

I will investigate your query and provide feedback with the contact details provided.        

Kind Regards,
MC
Mthokozisi C's update08 Jan 2020, 13:23
Reviewer Update
On the 23rd December 2019 I was promised that my issue would be resolved in 2 to 3 working days. I've sent 2 follow-up emails but there's no response. Today is 08th January 2020, the issue is still not resolved. I still don't know where my funds are.