JC
Jacqui C
1 reviews | Active since Sept 2024
30 Sept 2024, 14:07
Worst service.
They actually do not deserve a star. I resigned in June, my claim was submitted 27 Aug due to admin changes. To date I have been calling daily to track the progression of my claim and every day it's a different story. Friday the 27 Sept after speaking to 2 different consultants they both confirmed payment would be processed today 30 Sept. When I called in today the agent I spoke to says they have no record of a payment being processed today. Their service is shocking and unprofessional. Nobody gets back to you, you on hold for hours yet they can't give you the proper information. There is no sms line like they say. The call back option does not exist and even the option to email them doesn't work as I am still waiting on a response on any of these platforms.
Helpful (0)
Replies (4)0
Replies (4)
Alexander Forbes Financial Services's replyOfficial
30 Sept 2024, 17:06Dear Jacqui
At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.
We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused.
We will investigate your query and provide feedback with the contact details provided.
Kind Regards
Customer Insights and Escalation
Alexander Forbes Financial Services's reply30 Sept 2024, 17:06
Official
Dear Jacqui
At Alexander Forbes, our clients are important to us and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.
We hereby acknowledge receipt of your complaint and apologies for the inconvenience caused.
We will investigate your query and provide feedback with the contact details provided.
Kind Regards
Customer Insights and Escalation
JC
Jacqui C's updateReviewer Update
30 Sept 2024, 18:30I called once again this afternoon only to discover another delay as Aleander Forbes has made a mistake and now needs to apply for another tax directive. Thus causing a further delay on my payout. I am totally disgusted in your service. I have been calling since the 29th August only find out a month later that a mistake has been made on your side and payment needs to be rejected.
How do your agents over promise and under deliver? How are you verifying things? I have spoke to multiple people and each one giving a different story daily, I have all of their names but will not mention it on this platform.
I will call tomorrow , and let's hope you have the new tax directive and I will not wait the 7 to 14 days for payout as this was not my mistake.
Please understand my frustration as this has really been an horrific experience.
Then my last point, you say your clients are important yet we don't feel it. NOBODY ever gets back to us, administrators makes notes on our profiles in a hope that we call in ( I say this because a note was made that the payout amount needs to be verified, when I asked the agent how she was going to verify it, her response was they would wait for me to call in again) what kind of service is this? Is this how you value your clients? Absolutely shocking, and one of the worst services I have ever received.
How do your agents over promise and under deliver? How are you verifying things? I have spoke to multiple people and each one giving a different story daily, I have all of their names but will not mention it on this platform.
I will call tomorrow , and let's hope you have the new tax directive and I will not wait the 7 to 14 days for payout as this was not my mistake.
Please understand my frustration as this has really been an horrific experience.
Then my last point, you say your clients are important yet we don't feel it. NOBODY ever gets back to us, administrators makes notes on our profiles in a hope that we call in ( I say this because a note was made that the payout amount needs to be verified, when I asked the agent how she was going to verify it, her response was they would wait for me to call in again) what kind of service is this? Is this how you value your clients? Absolutely shocking, and one of the worst services I have ever received.
JC
Jacqui C's update30 Sept 2024, 18:30
Reviewer Update
I called once again this afternoon only to discover another delay as Aleander Forbes has made a mistake and now needs to apply for another tax directive. Thus causing a further delay on my payout. I am totally disgusted in your service. I have been calling since the 29th August only find out a month later that a mistake has been made on your side and payment needs to be rejected.
How do your agents over promise and under deliver? How are you verifying things? I have spoke to multiple people and each one giving a different story daily, I have all of their names but will not mention it on this platform.
I will call tomorrow , and let's hope you have the new tax directive and I will not wait the 7 to 14 days for payout as this was not my mistake.
Please understand my frustration as this has really been an horrific experience.
Then my last point, you say your clients are important yet we don't feel it. NOBODY ever gets back to us, administrators makes notes on our profiles in a hope that we call in ( I say this because a note was made that the payout amount needs to be verified, when I asked the agent how she was going to verify it, her response was they would wait for me to call in again) what kind of service is this? Is this how you value your clients? Absolutely shocking, and one of the worst services I have ever received.
How do your agents over promise and under deliver? How are you verifying things? I have spoke to multiple people and each one giving a different story daily, I have all of their names but will not mention it on this platform.
I will call tomorrow , and let's hope you have the new tax directive and I will not wait the 7 to 14 days for payout as this was not my mistake.
Please understand my frustration as this has really been an horrific experience.
Then my last point, you say your clients are important yet we don't feel it. NOBODY ever gets back to us, administrators makes notes on our profiles in a hope that we call in ( I say this because a note was made that the payout amount needs to be verified, when I asked the agent how she was going to verify it, her response was they would wait for me to call in again) what kind of service is this? Is this how you value your clients? Absolutely shocking, and one of the worst services I have ever received.
JC
Jacqui C's updateReviewer Update
02 Oct 2024, 10:14It is now the 02 October, yesterday my app showed payment request submitted and today I am back on claim registered. Still nobody from Alex Frobes has reached out to me and instead I am having to call in to the call center daily, hold on for hours and speak to different agents each time. This is very frustrating. I have submitted my claim 27 August and still waiting.
JC
Jacqui C's update02 Oct 2024, 10:14
Reviewer Update
It is now the 02 October, yesterday my app showed payment request submitted and today I am back on claim registered. Still nobody from Alex Frobes has reached out to me and instead I am having to call in to the call center daily, hold on for hours and speak to different agents each time. This is very frustrating. I have submitted my claim 27 August and still waiting.
JC
Jacqui C's updateReviewer Update
03 Oct 2024, 10:43Still nobody reached out... I have since called in again and this time the excuse is that I need to send a bank confirmation letter, yet all of these documents are submitted in the beginning of this process. Now that it's emailed, one has to wait 48hours. I have given up all hope on Alexander Forbes, their service is absolutely pathetic.
JC
Jacqui C's update03 Oct 2024, 10:43
Reviewer Update
Still nobody reached out... I have since called in again and this time the excuse is that I need to send a bank confirmation letter, yet all of these documents are submitted in the beginning of this process. Now that it's emailed, one has to wait 48hours. I have given up all hope on Alexander Forbes, their service is absolutely pathetic.