Poor service delivery

I first made contact with Alexander Forbes on behalf of my uncle on 16/11/2020 to confirm that they had received retirement claim documents they were supposed to have received in August of the same year. I was told that my uncle could not be found on the system and the call centre agent requested that I resend the documents. All the documents, confirmed to be correct by the agent over the phone, were sent on 17/11/2020.I called back on 20/11/2020 and the agent that took my call confirmed that the documents were received and that the process will take 6-8 weeks to be completed.

I have been following up since what was supposed to be week 6 to find out how far the process is and all I am getting from the call centre agent is that “we are waiting for feedback from the administrator working on the case” Zanele Mbethe. I have escalated this issue to Zanele’s manager but it appears even she cannot get her to do her job and provide something as little as feedback.

I’ve been following up and my emails are being ignored like I am not a customer This is totally unacceptable for a reputable company like Alexander Forbes.