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Zalisile M

1 reviews | Active since Oct 2020

17 Feb 2021, 14:08

Review and Expedite

Good day

I am disappointed with the Service we have received from Fairheads for my Sister Thato Mathibela's Trust Fund.

The rule that her ID Copy needs to be clear is understandable, however that the Police Officer's Force Number and Full Names also need to be clear is frustrating and needs to be reviewed as it delays the process.

We have sent them Thato's ID Copy three times now and they had the courage to even call us after the second attempt and tell us that up-until the Police Officer's Force Number and Full Names is clear, then they will not be processing the Claim. What happens to the Child's Financial Needs in the mean-time? How do they go on registering for their academic year, especially if they are doing either Matric or going to Varsity?

Please review this matter of the Police Officer's Force Number and Full Names and also expedite Thato Mathibela's query.

Regards

0
Replies (10)
Fairheads Benefit Services
Fairheads Benefit Services's reply17 Feb 2021, 15:16
Official
Dear Ms Majozi

Thank you for your email. I have forwarded your query to the relevant person who will be in contact with you in due course. 

Regards
Darlene Van Dieman
ZM
Zalisile M's update17 Feb 2021, 15:40
Reviewer Update
Dear Darlene

Thank you for your prompt response.

However, it is the same response that we received when we complained on your Facebook Page via Messenger (when we first mentioned that it is difficult to get the Police Officer to write their Force Number and Full Names clearly). Afterwards we received a call stating that the second Certified ID Copy we sent still does not show clearly the Police Officer's Force Number and Full Names and until you have received the requested documentation with a clear Police Officer's Force Number and Full Names, then you will not be able to process our Claim further.

We have since sent a third certified ID Copy and are awaiting a response on that.

We are hoping that this matter will be resolved amicably or without it escalating further.

Regards
Fairheads Benefit Services
Fairheads Benefit Services's reply17 Feb 2021, 15:58
Official
Dear Zalisile

Your matter is currently being investigated.

Regards
Darlene Van Dieman
ZM
Zalisile M's update18 Feb 2021, 17:13
Reviewer Update
Good day Darlene

Thank you so much for resolving this matter promptly. Much appreciated.

Regards
Fairheads Benefit Services
Fairheads Benefit Services's reply19 Feb 2021, 07:52
Official
Dear Zalisile

Fairheads Benefit Services strives at all times to serve and treat its clients promptly and fairly. 

We are happy that your matter has been resolved promptly and efficiently. 

Have a good weekend and stay covid-19 safe

Kind regards
Darlene

Fairheads Benefit Services
Fairheads Benefit Services's reply19 Feb 2021, 07:53
Official
 Dear Zalisile

Fairheads Benefit Services strives at all times to serve and treat its clients promptly and fairly. 

We are happy that your matter has been resolved promptly and efficiently. 

Have a good weekend and stay covid-19 safe

Kind regards
Darlene 

ZM
Zalisile M's update10 Mar 2021, 14:36
Reviewer Update
Good day Darlene

Can you kindly please advise if the above Payment will still be made on the 15th of March 2021?

Regards
Fairheads Benefit Services
Fairheads Benefit Services's reply10 Mar 2021, 16:44
Official
Dear Zalisile

I will ask an Administrator to contact you. 

Thanks
Darlene
ZM
Zalisile M's update10 Mar 2021, 17:00
Reviewer Update
Dear Darlene

Thank you for your prompt response.

My reason for asking was that we had called to make a follow-up on the payment and we were told that the Payment may be made either on the 15th or or the 31st of March2021.

Please note that Thato's Academic Year starts on the 15th of March, thus she requires Finances for Registration, Tuition Fees and Book Fees. We would really appreciate if the Payment can be made on the 15th of March as previously communicated/confirmed. So that she can commence with her studies.

I trust this finds you well and in order.

Regards
Fairheads Benefit Services
Fairheads Benefit Services's reply11 Mar 2021, 08:29
Official
Dear Zalisile

You received a call from one of our senior team members this morning, however your phone went to voicemail but a voice message was left for you to return the call. We look forward to your call where the latest status update can be given to you. 

Regards
Darlene