Pathetic service from Alex Forbes

Good Day

My claim forms was submitted on the 7th of November 2023. A claim number was provided and it was advised claim has been submitted.

Om the 21st of December (6 weeks later) I called AF to do a follow-up and was advised that the claim forms was not received. I then called back with the claim number and was told that the forms was received however it was not loaded by the administration department. I was also advised that the matter would be escalated.

On the 2nd of January 2024 I called AF again as I have not received any feedback on my escalation and then told that my escalation would be escalated, till date no feedback was received.

I called on the 4th of January to do another follow and was then advised to resend my forms to *** and to call back within an hour. I called back and documents was received and confirmed that the documents received was correct and it would be escalated. I received a SMS advising claim will be finalised on 4 weeks.

I called today (5th January 2024) as I cannot wait 4 weeks for my payout and was advised that there are no team leaders or managers available to assist as everyone is on leave and I should call back next week Wednesday to do a follow up. Not even a second in charge is available to assist urgent matters or to even calm down a customer.

How unprofessional are you guys as one of the biggest Provident Fund company in SA. Because of your companies incompetence I am bearing the financial brunt and this can affect my kids education.

I need urgent assistance.

Regards Fatima