GEPF Retirement: Client Facing Financial Hardship Due to Lack of Communication

I am writing to express our deep concern regarding the severe difficulties we are experiencing in assisting a client who retired at the end of July. The client is in a state of distress due to mounting financial pressures, with limited cash reserves and the imminent risk of her medical aid lapsing.

Despite our best efforts to contact the Government Employees Pension Fund (GEPF), we have encountered significant barriers. Both contact numbers found through Google are non-functional, and our attempts to engage with the GEPF have been unsuccessful. On the rare occasion when we were able to make contact, we were informed that her case is "in processing" with no updates since October 25th. When the client herself managed to get through, she was again told her case was "in processing" but no further information was provided. Emails sent, goes ignored.

The lack of communication, failure to offer timely updates, and disregard for the client’s financial situation is extremely concerning. This delay has now been ongoing for over four months, which is having a profound negative impact on the client’s well-being and financial security.

It is becoming increasingly difficult to support the client when we are unable to reach the service centres for months, and there is no clear path forward for resolving this matter.

How do we assist a client in these circumstances?