Unfair-heads

Sadly, I have to turn to HelloPeter in an attempt to resolve our long-standing case with Fairheads. The accumulated frustration and stress build-up caused by this delay can't justify why we turned to this platform.

Dating back to July 2021, my mother received a call from Fairheads, which initiated the process and lasted till Feb 2022. All documents were submitted to Fairheads Tracing dept by me (son), my mother (widow), and my sister (daughter) concerning the deceased (ex-husband, father). In March 2022, the file moved to another dept, where Monica Lewis currently manages it, and she has been our source of frustration, stress and pain. Around the 2nd or 3rd week of April, she confirmed to my mother that she had received all relevant files and the next step was the Trustees.

April and May passed with no feedback from her or anybody from Fairheads. My mother contacted Fairheads in June, July, and Aug 2022, and in all instances, she received the same answer; the file is with the Trustees. In late Aug 2022, my mother filed a complaint against Fairhead's complaints dept, and Monica responded telephonically, reiterating that the Trustees have yet to attend to the file. Interestingly, before Monica's call to my mother, a lady named Pamela had called first and revealed that the file contents were empty, and she could not locate any information.

Fast forward to the current month, the first and 2nd week of Sept 2022, Monica kept my mother's hopes up, stating the Trustees are now attending to the file and the resolution lurks on the horizon. Her feedback was again misleading, to no surprise, adding to the frustration and growing pains this process has caused all of us. Monica has been made aware that my sister is sick and needs urgent medical attention, and all we get from her is bragging about her years of experience at the company. She has yet to provide a valuable update on the matter, and every time my mother requests for the case to be handled by different personnel, Monica returns. It's as if she is preventing other more competent co-workers from taking the case, and that offers us no piece of mind.

We request that a superior to Monica resolve this case within the remainder of this month. We are sick and tired of dealing with her arrogance, pride, incompetence and misleading ways, as she has shown no empathy towards us. We strongly suspect the funds might be compromised in any way *******, considering my mother and I have previously received sms' with bogus email addresses—a request to send our case details to it to receive the payout.

From now on, it would honestly give us a piece of mind, and we no longer deal with Monica's incompetence. We plead for more senior personnel to investigate and deal with this matter asap. If all fails, we will further explore other avenues in an attempt for a speedy resolution. Be it going to the media, calling a radio station, opening a police case, and even seeking legal advice/assistance is not off the cards. The bottom line; is we need this case resolved, as two other colleagues, including (Pamela and Yolande) Monica, confirmed the payouts at Fairheads usually are done within a year. How long this case has dragged on is just as surprising to them as it is a mystery to us.

Please get someone senior and not Monica to contact my mother. Ref and contact details are provided on the form.