Poor Service and process

A withdrawal was requested for the provident fund and all forms were submitted to my employer on 06 August 2024. The claim was rejected due to incorrect banking details, I called the contact centre and was advised to sent an e-mail with banking details attached which I did on the 02 September 2024.

I was advised by the agent this process with only take 48 hours and my details will be approved, he also promised that they will send me confirmation sms that it has been approved so I know the progress of my request.

Days pass by and I hear nothing from them, I attempt to call them but cannot get through, I would be waiting 30mins at a time in the call queue to reach an agent. I tried using the option of requesting call back and not once has anyone called back.

On the 11 September 2024 I managed to get through and the agent on the other line had to look and find my e-mail I sent 9 days ago so she can send it to the correct department, all that time passed by and my e-mail was not even opened until I called in myself.

I do not have to remind them to do their job.

I asked to speak to a manager and there was nobody available, I was promised a manager would call me back and nobody did.

I then called back AGAIN 18 September 2024 and was advised that they cannot give me any time frame, I once again asked to speak to a manager and was told they are in a meeting, a call was promised and once again not a soul called me back.

I am appalled that a processed started 06 August is still not resolved, it has been over 6 weeks, the communication is pathetic they do not call you back or keep you in the loop. The call queue is atrocious no person can wait almost an hour to speak to them this is the queue every single day regardless of time of day.

I am very dissatisfied with this type of service and never expected a name like Alexander Forbes would be so dissapointing.