Absolutely pathetic service from law for all and budget

Extremely disappointed with the *********** handling of my pothole damage claim by Law For All . I have a budget legal cover.

My matter was mishandled from the beginning when incorrect coordinates were submitted to the Johannesburg Roads Agency on my behalf, causing my claim to be rejected incorrectly. This was not my error as the client.

Since then, my file has been passed between numerous consultants and managers including Tarryn Kirsten, Farrah Alexander, Nomfundo Mashila, Zamazulu Kgatle, Mukona Mmbengwa, Sinenhlanhla Dladla and Sandra. Every time the matter is transferred, nobody appears to have proper knowledge of the case and I am repeatedly asked for the same documents, photos and correspondence I have already submitted multiple times.

I have experienced months of delays, poor communication, contradictory information and a complete lack of urgency despite the six-month deadline period approaching. I was informed at one stage that a resubmission had been done, only to later discover conflicting information regarding whether it had actually been submitted at all.

Instead of receiving proper legal guidance and assistance, I continuously hear what the policy excludes while nobody takes accountability for the mistakes and delays already caused internally.

What is most concerning is that I have repeatedly attempted to escalate the matter due to the ongoing mishandling. When I requested the CEO or senior executive’s email address, manager Zamazulu Kgatle informed me that “the CEO is not customer facing,” yet no proper escalation assistance or senior intervention was provided.

I am a paying client and expected professional legal assistance, competent case management and clear communication. Instead, I have experienced: - repeated requests for already submitted documents, - lack of continuity, - misinformation, - poor internal communication, - delays, - and a complete lack of accountability.

At this stage I have lost confidence in the handling of my matter and urgently require intervention from competent senior management before my claim is prejudiced any further.