1 reviews | Active since Oct 2023
Fairheads Appalling Service
Good Day,
The father of my kids passed away back in 2015, and Fairheads has been handling the affairs of my two kids.
All has been well throughout as I am not a person that reaches out to them a lot and I try by all means to support my kids as a single parent.
I update my details with them all the time when required.
However, I am appalled at the assistance or lack there of from my last interaction with them. As both my kids are going to be i high school things are tough and I reached out asking for assistance on the 4th of Oct 2024 and got the normal 10-15 working days email.
I then reached out today 22nd of Oct 2024 to find out what is happening regarding my request only to be told by the agent that they are waiting on documents from me, had I not called how was I supposed to know?
The agent confirmed that she saw +-8 text messages that were sent but she can see I never received them, she got an attitude as well when I asked her what the texts were saying and can they be resent as she clearly said that she could see I never got them and the reply was no. You guys have my email, you have my number to call but none of those were considered.
I am truly disappointed at the service or lack there of I have received from Fairheads and what hurts me is that I am supposed to be paying the school and since only today I got the message about the letter from the school being requested I now have to wait another 10- 15 working days and the school is expecting proof of payment by the 1st of Nov 2024.
I normally got text messages when I sent my requests which advised that the request was approved and when to expect payments and how much. But nothing this time hence I got concerned and made the call today.
I need someone to look at my case and take me seriously, this is money that is supposed to help the kids and with such service, it's like it is money that you are donating to my kids which is nonsense honestly.
****ed as **** Boniswa Fumbeza ***
Thank you for your message. Going forward, kindly please direct your complaints directly to Fairheads: ***
There you will be assisted directly by our Team.
Kind regards
Fairheads Benefit Services
Thank you for your message. Going forward, kindly please direct your complaints directly to Fairheads: ***
There you will be assisted directly by our Team.
Kind regards
Fairheads Benefit Services
I would be reaching out directly however, as you know you get an automated response that says 10-15 working days and there is no option for raising a compliant.
I got a call yesterday from a lady saying they are from the complaints team and they will be getting back to me today, so by the above response does that mean that is not going to happen?
Also reaching out to Fairheads by calling them does not address the issue as you would appreciate the issue is due to lack of communication from Fairheads so I find the response a joke really.
Boniswa
I would be reaching out directly however, as you know you get an automated response that says 10-15 working days and there is no option for raising a compliant.
I got a call yesterday from a lady saying they are from the complaints team and they will be getting back to me today, so by the above response does that mean that is not going to happen?
Also reaching out to Fairheads by calling them does not address the issue as you would appreciate the issue is due to lack of communication from Fairheads so I find the response a joke really.
Boniswa
You will be contacted today as per the above.
Thank you
You will be contacted today as per the above.
Thank you
I would like to thank the lady who called me from the complaints team and thank Lerato as they made sure the situation was handled professionally and with so much efficiency I am really grateful to you.
I just wish it had not come with me having to complain for my situation to be dealt with in that manner.
I even got text messages yesterday which is where the whole problem started.
I got clear communication from Lerato he is truly a gem and took ownership of the whole situation and that made the whole thing an easy experience as I know what has happened and what will happen when.
Regards,
Boniswa Fumbeza
I would like to thank the lady who called me from the complaints team and thank Lerato as they made sure the situation was handled professionally and with so much efficiency I am really grateful to you.
I just wish it had not come with me having to complain for my situation to be dealt with in that manner.
I even got text messages yesterday which is where the whole problem started.
I got clear communication from Lerato he is truly a gem and took ownership of the whole situation and that made the whole thing an easy experience as I know what has happened and what will happen when.
Regards,
Boniswa Fumbeza
Thank you for your feedback. It is always best to contact us directly.
Remember to use *** when you are unhappy with the service you are receiving. The Team will definitely investigate and come back to you.
Fairheads Benefit Services (Pty) Ltd
Thank you for your feedback. It is always best to contact us directly.
Remember to use *** when you are unhappy with the service you are receiving. The Team will definitely investigate and come back to you.
Fairheads Benefit Services (Pty) Ltd