Disappointing Service and not taking Clients Seriously

On Thursday, 19/06/2025, at 12:56, I called Bonitas (BonCap) *** The purpose of my call was to request my Tax Certificates from 2017 to 2023 The mistake I made was not to take a reference of the call. As a member of Bonitas, I had always received spot-on service; I guess I was too trusting.

I have a deadline to submit these outstanding documents with SARS, and seemingly, I will miss this deadline as Bonitas has not sent me the Tax Certificates thus far.

I called again yesterday, Monday, 23/06/2025 - Call Ref: ***The Consultant who assisted me promised that he would escalate my request, as I had called on Thursday. The certificates have still not been sent to me thus far. I made a follow-up today, Tuesday 24/06/2025, I spoke to Shaun, who promised to send the request directly to a specific person because the Monday request has not been actioned or processed. Call Ref: ***. I thought that because Shaun is sending the request to someone directly, this would mean I would receive the certificates by COB. Just before 16h00 again, I called today, the gentleman I spoke to seemed to be open enough and explained the SLA, and gave me an explanation that it should take 5 working days. Had the lady on Thursday, I spoke to explain this, I would not be complaining because I would have made correct and aligned arrangements with SARS that would give me enough time to receive the Tax Certificates from Bonitas.

I also do not understand how old tax certificates, which were supposed to have long been generated in their systems or filed as documents that were previously sent to me, why do they need to take this long to be sent. I would understand if I were kept waiting for this year's tax certificate. The bulk of the documents I am requesting should be readily available to Bonitas.

I am disappointed by being kept waiting for this long and being misled or not taken seriously by the first consultant I spoke to last Thursday, 19/06/2025.

Disappointed