Roxy (customer service) and Bengy (Complaints)

I had a pension fund withdrawal that took quite a while to get resolved due to lack of proper communication and the complaints I raised never saw the light of day, so to speak.

When I finally got an alternative number to call, I spoke to Roxy, who immediately investigated when I informed her that my claim had been submitted more than 3 months back.

When she put me on hold, she was very clear as to what she was checking for me and ensured to get back to me with answers. After noticing that the fault was not mine, she took it upon herself to keep track on the situation and gave me specific time frames for when to follow up. After doing everything that she could, she escalated my claim to complaints and provided me with the necessary details.

Once I started dealing with the complaints department, Bengy ensured that everything required was submitted and kept following up on the claim.

Bengy was very professional in providing me with information on the progress of what was happening with my claim and within a week, he managed to do what the other AF staff neglected to do in 4 months.

Once the paper work and approvals had been concluded, Bengy made a point of following up with me until the payment was made.

I wouldn't recommend Alexander Forbes because of the poor service, but I would like to commend Roxy (customer service) and Bengy (complaints) for not only keeping their word, but also for going the extra mile to ensure that the withdrawal was resolved.

I am really grateful to have had them handle my claim and managing my expectations with honesty and integrity.

Thank you