POOR SERVICE

Hi. I have a complaint. I would like to have a contact name and number for your complaints department. I used the online complaints platform and was given a reference number: 126589.

What happened is as follows:

I contacted the FSCA in 2021 as I needed my DOFA letter. I obtained the DOFA letter however there was an error on the DOFA. I was incorrectly registered as a Commercial advisor in 2010. I was advised by the FSCA that I needed to obtain a letter from the employer that incorrectly registered me under Commercial lines advising that I didn't work for commercial lines, they also asked me to get an affidavit to that effect. I did so. The matter was rectified, a new DOFA was provided that showed that in 2010 I never did commercial lines. The person that assisted me with this was Marianne.

Fast forward to 2023, I was offered a job and my DOFA was requested. I obtained the DOFA. Again, this DOFA, in 2023 shows that I was registered under Commercial lunes in 2010.

So the error that occured in 2021 occured again now. I contacted Marianne and she was helpful, she referred me to Mbali Ntombana Nyembe. I told Mbali on the 7th of November that the offer is for the 15th of November.

Therefore I needed the updated DOFA with the correct details urgently. I told her this error shouldn't be occurring as I comp**** in 2021 and provided all details necessary. I asked her to write a letter addressing me advising that the error is from your side however the start date for commercial lines is 2021 and not 2010. She refused and said she has referred the matter to the ICT department. I told her that there is no department whereby you cannot follow up with and given the urgency of the matter I need the updated DOFA so that I can start on the 15th of November. She then said I would get the DOFA on the 10th November, which was last week Friday, today is the 14th and no DOFA has been sent to me. I called her line and there was no response. I sent an email and she responded after I complained to a colleague of hers that I have not received the DOFA therefore the position has been offered to someone else.

How fair is it for me to loose out on a job opportunity because of your system error. She wrote that to me on email, that it was due to a system error from your side. So who should be held accountable for what has just happened to me, losing the job opportunity. I would have understood if the error was on my side but it was on the FSCA's side. Why could she not provide me with that letter stating that there is a system error that might take a while to rectify the issue in the meantime as per the DOFA provided in 2021 her commercial lines start date is in 2021. The letter from the employer and affidavit was provided to Marianne in 2021 hence the DOFA they provided in 2021. Why did I have to loose a job opportunity because of tbeir system? Then deal with someone who doesn't care to respond to emails or to go the extra mile for her client, being me. What was so difficult with her typing a letter for me with your letter head in the interim? I have children to support and bills to pay but due to their system error I remain jobless. It is not fair and cannot be ok. So how do we fix this? Why am I waiting for 7 days for an updated DOFA? PLEASE LISTEN TO THE CALL BETWEEN HER AND I, she has zero interest in assisting me. I need responses.