1 reviews | Active since Apr 2015
Poor Service and no client access to customer service
I lodged my claim the claim on the 13th of Sep 2024 via online and the status was past verification and registered, but the claim has been stuck on tax application since that date. What makes me furious is that AF provides what's app number as an alternative and when you get there, they have de-activated their what's app channel due to the claims traffic. Ten why even offer the number as an alternative contact? Then they offer the 0860-contact number for two pot queries but when you call the reply system apologizes for not being able to take your call due to the call traffic and volume of claims they are receiving. All contact channels offered do not work!!!!!Then they finally emailed me on the 27th of Sep 2024 asking for ID, proof of baking details and marriage certificate. I sent those to the sender, AFadmin email and AFInfo email, 3 consecutive days and till today no one has rep****. I find it so disappointing that an institution we trust with our most important future investment, fails on a basic service such as customer service. Now I wonder if our monies are safe. AF knew about the two-pot claims way back and in good time, but they failed to prepare and plan properly for the traffic of claims that they should have anticipated to avoid such inconvenience.
I think we might have to ask our employers to relook selecting AF as our trusted provident fund service provider. This is totally unacceptable. All we need is feedback, not silence and no access to customer service on all channels provided. The website claim page is useless, there's nowhere to lodge a complaint if your claim is stuck on one stage for decades. Worst part people I know have claimed after me, have received their money and that infuriates me more.
I am still saying I will ask my employer to look into finding a better and trusted administrator for my provident fund.
Your response is really unhelpful and not clear but just a brushoff.
Even after waiting 60 hours of writing this review, your staff hasn't even figured out where my claim is stuck, there's still hasn't been response/call that assures me you are working on my claim.
i am truly disappointed, as we had plans for these funds, and we are slowly getting into more debt cause of this unexplainable delay.
I will never refer even a blind man to invest with such an institution, with no value for customers because they know they are secured monthly. Our contributions will come through to them whether we are complaining or not.
I will ask my employer to seriously consider moving our company's investment to another reputable institution. Alexander Forbes is a pathetic excuse for a reliable investment company. Lack of Customer Service throw's them under the bus. Totally unacceptable and arrogant, no remorse or empathy shown towards paying customers.
Your response is really unhelpful and not clear but just a brushoff.
Even after waiting 60 hours of writing this review, your staff hasn't even figured out where my claim is stuck, there's still hasn't been response/call that assures me you are working on my claim.
i am truly disappointed, as we had plans for these funds, and we are slowly getting into more debt cause of this unexplainable delay.
I will never refer even a blind man to invest with such an institution, with no value for customers because they know they are secured monthly. Our contributions will come through to them whether we are complaining or not.
I will ask my employer to seriously consider moving our company's investment to another reputable institution. Alexander Forbes is a pathetic excuse for a reliable investment company. Lack of Customer Service throw's them under the bus. Totally unacceptable and arrogant, no remorse or empathy shown towards paying customers.