GPAA complaint.

Good day,

Does anyone know where I can send my complaint regarding GPAA. Last year February submitted a claim for clean break divorce claim, we only heard back from them in September after numerous emails to them and phone calls were unanswered and we were asked to resubmit our divorce settlement letter as the one we submitted wasn't compliant with legal section requirement. We resubmitted as per their request and have emails proofing this was done and Tracy Peters from GPAA confirmed she received the documents and they were loaded on the system.

on the 4th of November 2020 we called the GPAA call center to check the status of the claim and we were informed we needed to submit a choice form for the claim to continue being processed as this was the only thing outstanding. Choice form was submitted on the 10th of November and got confirmation on the 23rd that the choice form was received and captured on the system.

On the 27th of November we were now told we need to submit divorce settlement letter as this was outstanding, we asked how come as this was submitted and captured in September and we have proof of this. Call center agent who was assisting us promised to escalate the issue as she could see the settlement letter was on the system so she couldn't understand why we being asked to resubmit. We were told issue was escalated with legal department and to check the following week for their feedback. When we called the following week on the 30th of November, we were told the divorce settlement letter was submitted and captured that morning, I asked who submitted it because we didn't submit anything and we didn't get any response.

After that phone call we assumed all was well and the claim would continue being processed. We received a call sometime in December from a lady claiming to be from GPAA legal section telling us we need to submit divorce settlement letter for the claim to be processed. We argued over the phone as we pointed out that this was done in September and we have emails supporting what we saying. She refused to accept what we were telling her and she ended up hanging up the phone.

Since them, we've been having back and forth with GPAA legal section regarding this matter. We've called numerous times and issue has been escalated numerous times with the same end result, they still insist we never submitted the divorce settlement letter while GPAA call center agents have confirmed that the settlement letter was captured on their system in September. Our email to legal section go unanswered and we refuse to resubmit documents that are on the system already for the third time as this will restart the whole process meaning we will have to wait another 3-4 months and whose to say they won't come back to us with the same story after resubmitting.

I called the pension fund adjudicator today and was told they don't deal with GEPF complaints. I feel hopeless now as I don't know where to report this and if it will even be attended.