AP
Alvina P
1 reviews | Active since Apr 2024
29 Apr 2024, 11:13
Poor Customer service
On February 26th, 2024, I lost my job and promptly filed a claim with my employer. They processed my claim on March 4th and sent it to Alexander Forbes Financial Services to withdraw my Provident and Pension funds. However, despite my repeated attempts to follow up over the past two weeks, I have received no response. It's disheartening to see such a reputable firm provide such poor customer service. When I contacted their call center, the agents were unable to provide me with any information and kept me on hold for an extended period before informing me that they would have to follow up with other departments. The website and WhatsApp helpline were equally unhelpful.
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Replies (5)
Alexander Forbes Financial Services's replyOfficial
29 Apr 2024, 11:49Dear Alvina , At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention. We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused. We will investigate your query and provide feedback with the contact details provided. Kind RegardsCustomer Insights and Escalations
Alexander Forbes Financial Services's reply29 Apr 2024, 11:49
Official
Dear Alvina , At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention. We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused. We will investigate your query and provide feedback with the contact details provided. Kind RegardsCustomer Insights and Escalations
AP
Alvina P's updateReviewer Update
29 Apr 2024, 12:00I have recently received a communication from Alexander Forbes Financial Services, wherein it came to my attention almost 20 days after I submitted my claims that the claim I had submitted was not logged. As a result, the organization has assured me that it will contact the Admin Claims department. Based on my experience, this department's performance has been unsatisfactory in the past. The organization has committed to follow up with me by the close of business today, and I await their response.
AP
Alvina P's update29 Apr 2024, 12:00
Reviewer Update
I have recently received a communication from Alexander Forbes Financial Services, wherein it came to my attention almost 20 days after I submitted my claims that the claim I had submitted was not logged. As a result, the organization has assured me that it will contact the Admin Claims department. Based on my experience, this department's performance has been unsatisfactory in the past. The organization has committed to follow up with me by the close of business today, and I await their response.
AP
Alvina P's updateReviewer Update
29 Apr 2024, 16:22I finally got an email from the Customer Complaints Office. The claim was sent for approval to be loaded on 22.04.2024. So the claim has been waiting for approval for more than 6 days now. The administrator advised that they sent a follow-up for the approval for the claim to be loaded, the customer complaints department confirmed that they will check with them tomorrow. Lets wait and see
AP
Alvina P's update29 Apr 2024, 16:22
Reviewer Update
I finally got an email from the Customer Complaints Office. The claim was sent for approval to be loaded on 22.04.2024. So the claim has been waiting for approval for more than 6 days now. The administrator advised that they sent a follow-up for the approval for the claim to be loaded, the customer complaints department confirmed that they will check with them tomorrow. Lets wait and see
AP
Alvina P's updateReviewer Update
29 Apr 2024, 18:33I have received an SMS from AF confirming that they have received my claim. They have informed me that it will take up to four weeks to finalize my claim from the date they received the relevant documents. ( That was sent on the 4th of March already) .I strongly believe that the delay in processing my claim is due to the absence of Rahmah Ellemdeen, the consultant who initially received it, as she informed me that she was going on maternity leave in March. However, I refuse to wait any longer for my hard-earned money. I demand that AF expedite the process and release my funds promptly. It is not my fault that their admin department is failing to do their job, and I should not have to suffer the consequences. I demand that AF takes immediate action to resolve this issue.
AP
Alvina P's update29 Apr 2024, 18:33
Reviewer Update
I have received an SMS from AF confirming that they have received my claim. They have informed me that it will take up to four weeks to finalize my claim from the date they received the relevant documents. ( That was sent on the 4th of March already) .I strongly believe that the delay in processing my claim is due to the absence of Rahmah Ellemdeen, the consultant who initially received it, as she informed me that she was going on maternity leave in March. However, I refuse to wait any longer for my hard-earned money. I demand that AF expedite the process and release my funds promptly. It is not my fault that their admin department is failing to do their job, and I should not have to suffer the consequences. I demand that AF takes immediate action to resolve this issue.
AP
Alvina P's updateReviewer Update
30 Apr 2024, 15:29Today, I received an email from Dipuo Fakude, the Client Liaison Officer from the Complaints department, confirming that the claim has been approved and loaded. The next step is to request disinvestment from the market, which apparently takes 5 working days. Once this process is completed, they will be able to apply for tax. I have been informed that they are prioritizing this claim and Dipuo will provide updates on the claim's status. I must express my disappointment that I had to resort to using Hellopeter to get assistance. I really hope that this matter is being prioritized. I have spent so much money on data and airtime to follow up with AlexF for the last 4 weeks.
AP
Alvina P's update30 Apr 2024, 15:29
Reviewer Update
Today, I received an email from Dipuo Fakude, the Client Liaison Officer from the Complaints department, confirming that the claim has been approved and loaded. The next step is to request disinvestment from the market, which apparently takes 5 working days. Once this process is completed, they will be able to apply for tax. I have been informed that they are prioritizing this claim and Dipuo will provide updates on the claim's status. I must express my disappointment that I had to resort to using Hellopeter to get assistance. I really hope that this matter is being prioritized. I have spent so much money on data and airtime to follow up with AlexF for the last 4 weeks.