Still waiting for you understand customer service

1st review 23 October : Alexander Forbes provides false information to clients I submitted a claim for a withdrawal 12 October 2026. 14 October I received an email from Alexander Forbes advising that they have calculated my tax including the service charge and claim has been submitted for a tax directive. On the AF connect app it shows my claim by tax application. I phoned around 16 October spoke to a consultant who advised they should receive the tax directive back later that day. On 19 October I did a follow up with Sars, consultant, WhatsApp and there is no tax directive received. I followed up again with AF to be advised they did submit and they awaiting feedback. I was also informed about the 20 working days turnaround time. I mentioned to the consultant to that Sars has no record of a tax directive application she assured me it was submitted. I followed up again 21 October as there is no movement on the AF connect app still on tax and as per SARS still no tax directive received application Received. I spoke to Phindile that my documents is still with AF and they have not sent it for the tax directive as yet, she could also not inform me as to why, she said at this point there is no additional information needed. I informed her of the email sent 14 October and she could not say why As of today I am still on tax application on the AF connect app and still no tax directive sent to SARS. Alexander Forbes why are you providing false information to clients. Why send an email saying that my claim has been sent for tax directive, why are you updating incorrect information on the AF app. I don't want to hear about your 20; working days policy. I want a team leader or manager to call me so they can explain.

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Share Alexander Forbes Financial Services Alexander Forbes Financial Services's reply 26 Oct 2026, 08:29 Official Dear Joalene

At Alexforbes, our clients are important to us, and I am sorry to learn that you are dissatisfied with our service. Thank you for taking the time to bring this to our attention.

We hereby acknowledge receipt of your complaint.

We will investigate the matter and provide feedback using the contact details you have provided.

Regards Alexforbes Customer Experience

Review 27 October: Still waiting how long does it take you to investigate, according to SARS there is still no tax directive. Still waiting for a team leader to call me If you know how, please call me on ***