1 reviews | Active since Feb 2014
Delay in returning funds - between Pontius and Pilate
About two weeks we transferred funds to Allan gray in error. A notification of the error, and request for the funds to be returned, was sent on Friday November 10th. Confirmational documents were requested by AG on Monday 13th, and provided the same day but no reply was forthcoming. Two days later (November 15th), after a reminder was sent, AG referred to a reply of the 13th, confirming that they need 3-5 days to process the request. A call earlier today (21st) indicated that the request was still ¨being processed¨. These funds are required urgently - just how long does Allan Gray need to perform a simple refund?
Dear Pete016
Please accept our sincere apology for the poor service you have experienced and the inconvenience we have caused.
I trust that our telephonic discussion has provided you with clarification on the oversight and I can confirm that the refund has since been resolved. We regret the delay in processing the refund and assure you that we have addressed this with all parties concerned.
Thank you for raising your concerns with us and for giving us the opportunity to rectify the situation.
Kind regards
Melandrie van der Westhuizen | Client Relationship Manager
Dear Pete016
Please accept our sincere apology for the poor service you have experienced and the inconvenience we have caused.
I trust that our telephonic discussion has provided you with clarification on the oversight and I can confirm that the refund has since been resolved. We regret the delay in processing the refund and assure you that we have addressed this with all parties concerned.
Thank you for raising your concerns with us and for giving us the opportunity to rectify the situation.
Kind regards
Melandrie van der Westhuizen | Client Relationship Manager