Ignored for weeks over a tax certificate error that cost me a SARS penalty

I logged a support ticket with EasyEquities in July (Ticket #***) after noticing a discrepancy between what my app showed and what appeared on my IT3(s) tax certificate , the dates didn’t match, which pushed a transaction into the wrong tax year. As a result, I’ve already been penalised by SARS.

I emailed asking them to check their system logs, confirm the correct transaction date, and issue a corrected certificate so I could resolve this with SARS. The agent handling my case, Dharvish, never responded to my follow-up. I then escalated directly to the Compliance team with the full email thread attached and got silence there too.

I’ve generally found the EasyEquities platform easy to use, and I have an active investment and retirement portfolio with them. But a tax certificate error that leads to a real SARS penalty needs urgent attention, not being left unanswered for weeks. I’m now seriously considering moving my Retirement Annuity and Preservation Fund to a provider that actually responds to client complaints, and I’m also weighing whether to take this to the FAIS Ombud.

If anyone from EasyEquities is reading this: my ticket number is above. I’d appreciate an actual response.