Poor service

My husband requested Iemas to pay out a refund of dividends, accumulated over a number of years. He signed an accelerated payment request, with the understanding that Iemas takes a 9% admin fee, for accelerating the payment. He also terminated his membership with them.

The communication started on 30 December and the forms were submitted to them on 15 January 2020. The accelerated request form was unfortunately not signed by him, but nobody informed, the promised payment at the end of January instead, knowingly, the form was not signed.

I the meantime I made contact with a lady that helped me last year to get my refund. She informed me on the 5th of Feb. of the unsigned form. Which was send to her immediately.

Until today, he only received empty promises and was told this morning that payment was effected on 11 February, but it is not in the bank.

I asked for proof of payment and until now, NO response.