A Decade of Disappointment: Persistent Service Failures and Escalation-Driven Support at Legal and Tax

As a policyholder with Legal and Tax for nearly 10 years, I have consistently experienced poor service. It has become apparent that no meaningful attention is given to customer matters unless escalations are made. This pattern suggests a systemic issue, where clients are provided with a false sense of support. Instead of delivering on their mandate, the company offers caveats and unnecessary runarounds, delaying critical assistance.

In my recent case, involving a vehicle accident, junior staff mishandled my claim, leading to financial losses over R12,000. Only after several escalations was my case reassigned to a senior member, whose intervention came too late to mitigate the damage. This has left me questioning whether the company's leadership, including directors and shareholders, is aware of this indifference from their staff.

These recurring issues raise serious concerns about accountability and the overall quality of service. Urgent reforms are needed to ensure that clients receive the professional support they pay for without constant escalations.