Poor service, falsified turnaround times

There's so much to say about the service I've received from Alexander Forbes.

Firstly FIX your IVR because it is not working and move the option to rate our call at the end because not only are we dealing with the fact that your IVR does not accept the options we are are capturing we also have to deal with choosing if we want to rate the call or not which is useless because from what I have received from you guys to date is appalling.

I processed my claim on the 6th December and today is the 17th and I have been the one doing all the work for you and still have not receive MY MONEY.

On the 29th December 2023 at 11:55 (you can reach out to me to give you the number I used to call so you can trace the call) I spoke to one of your agents Khutjo to check the progress of my claim. From the conversation he mentioned that my documents are still being verified. I asked how are my documents verified for 3 weeks with no call email or update from you guys. He said that's what he sees from the system. I asked to speak to a team leader he said there is no one available I asked for a manager he said there is still no one to assist. I asked if he could get me someone who can give me an answer with more weight and understanding because none of what he mentioned made any sense to me.He mentioned that he reports to a Patricia Gorimane who he will be escalating to, in our interaction he placed me on hold with no reason behind it and hung up. I tried calling back your contact centre was closed, I guess it was already festive for him. TO DATE !!! I have not received any call back.

I called back again and spoke to Daphney she said she will escalate. Still no concrete response

Called on the 10 spoke to Sinenhlanhla escalated again no feedback

And today it's the 6th week after numerous calls with other agents. I spoke to Lauren who told me about new to wait for the next 14 working days for my money to be paid.

I don't understand why do I need to have my claim extended when I have been doing all the work and sending emails to get an update.

What's the general rule of holding time some of the agents I spoke to would place me on hold for more than 5 minutes.

I want my money that's all!