Disgusting and highly unprofessional Service

Good Day

I trust that you are well.

I have called client services on 20/08/2018 (exactly 7 days ago) requesting my Tax Certificate from Resolution Health for 2009. I spoke to Roslyn Smith who advised me that the Tax Directive is no long on file and that there is no way I can get it.

She then advised that she would email a letter to me advising that there is no record of the Tax Directive and that I would be able to submit this letter to SARS. I then gave my email address to Joslyn. I asked her to repeat it to me and it appeared she never took my email address in the 1st place and she gave me a completely different email back. I then gave her the correct email address again. Asked her to repeat it again and same thing. I am highly upset with the way Resolution Health treats their clients. How long would I have waited for this letter to come since Joslyn had no intention of actually sending it to me? So much for client centricity. Does Resolution Health even think anything of their clients?

On the same day, I called back and spoke to Andy Ngwevu. I asked him to speak to Joslyn and he says she is on lunch but she advised that the turn around time for the letter is 3 days. Now I am concerned, how does he even know who I am and why I am phoning if Joslyn is not even in the office.

Nevertheless, it is now 7 days later and I still did not receive the letter. I have called back and spoke to Joslyn this morning who now advised me that the letter is with her manager, Nathan Leonard for approval and that the turn around time is now 7 days. I have asked Joslyn to speak to her manager and she put me on hold for more than a minute. When she returned she said he is in a meeting and unable to take my call.

I would like this matter escalated as I am not happy with the client service at Resolution Health.

Kind Regards Eloise - ********** 217081 **********