Worse Service Ever

Below mail in on behalf of Martha Makhubela Salary Number: ********** 0 ID : ********** 389089 Member Number : ********** 7 Employee code : 00137A Contact : ********** 319

It appears that there has been a significant delay made by the GEPF on my Pension. It was almost a 2 months ago that I resigned yet to date no one seems to know what is happening The contact centre seems just to be a department that is just there to greet you and tell you nothing as they themselves do not know their own systems nor do they know the procedures. My file was sent to GEPF on the 21 of December but was only worked on the 4th of January, I followed up on the 22nd January 2018 and was advised the same thing they have been telling me for the past weeks, “ Your query is at Payments”, I spoke to a gentleman named Thabang who one would think does not have empathy of working at a contact centre, I requested to speak to a senior member on the team and was handed over to Lucas Mashiane- who intern all he could say was that he will escalate as that is the best thing he could do. Still thus far Lucas has never updated me or advised me what seems to be the delay after he escalated. I called and requested for him and I was told he is actually not the supervisor but someone who just escalates queries, I kept following up and kept getting the same answers that my query is at Payments. On the 28th I made a last effort to see if any updates were made and was told that my query is going to rejections as there is an error. This was communicated by Eunice who advised me that she will resolve this by 11 February 2019. Am yet to still receive a call from her. For the past 2 months no one at GEPF could have seen that and advised or notified relevant people, it is sad that we receive such service from the same people we used to call our colleagues or people who are the serve us as a people. I have taken up this matter with the Consumer Rights Group & Relevant Ombudsman to investigate further as to exactly what are the responsibilities of the contact centre if they do not know how to read their systems.