Appalling Customer Service

<p>First Email correspondence was made on the 13.02.17 to calim an investment made upon maturing.</p> <p> </p> <p>The Investment was to reach maturity at the end of February so my mother thought it best to start the process early. A week past and after numerous calls and HOLLARD custmer service said nothing was received. They gave us an email address to send the claim documents to and again i sent the documents to the same address.</p> <p> </p> <p>On the 21.02.17 after sending off the forms my mother followed up again and this time they confirmed to have received it and all documents were in order. She was told by different call centre agents that it would take up to 10 working days then one said a week and another even said it could take 2 days.</p> <p> </p> <p>Everytime she followed up someone would transfer her saying that only the claims department could help! No one in this "claims" department EVER seems to answer!!! At least redivert calls to another department where the calls could be logged and call clients back!</p> <p> </p> <p>Eventually after a few days and plenty of airtime spent on hold, she got through! Someone said the claim has been processed and that she should wait 10 working days, her details were confirmed and she thought she would finally get to see her invested money!</p> <p> </p> <p>On Friday the 10.03.17 after no evidence of a payout she decided to go to Hollard in Gugulethu, Cape Town. There we were met by a seemingly helpful agent (who was ACTUALLY on her cellphone whilst speaking to us). Again this displayed a complete disregard for their customers. This young lady showed us all the contact that my mother had made in the previous weeks and to whom she had spoken to.</p> <p> </p> <p>She called through and was also being passed around and being put on hold. Eventually she got through to someone who said that we needed to resubmit the claim forms. The same forms that were clearly received in the previous email correspondance!</p> <p> </p> <p>She told us that she would follow up and will personally call my mother on the Monday.</p> <p>Monday passed with no contact made! Eventually AGAIN, using her OWN resources to get to Hollard in order to claim her OWN money she went to the branch. Nothing was done and the forms had yet to be submitted! She only got through to someone today 14.03.17 and everything was only processed today. She was met with much sarcasm and attitude, as if she was in the wrong for being so persistent in persuing her OWN money!</p> <p> </p> <p>It saddens me that this how people get treated by this company. It makes me wonder how many other people struggle like my mother to claim their money. I am calmly waiting to see how long it takes for her to recieve her money. I will not rest until this is resolved and will persue every avenue to expose such APPALLING customer service!!!</p>