RE: UNPAID LIBERTY LIFE MONTHLY BENEFITS FROM JULY 2023 TO DATE - MRS IRENE NTOMBI DLAMINI MENTRUP M781317A (CAS-38945-B6J7T1),

Item: Liberty Group South Africa
Rating: 1
Author: Muzi V

Dear Hello Peter,

The above subject matter refers.

Please allow me to use your platform to report this matter to senior managers of Liberty Life.

DESCRIPTION OF THE PROBLEM My mother is seventy-one (71) years old. Since July-2023, she has not received her monthly benefits from Liberty Life. The last time she was paid was June-2023.

LIAISON WITH LIBERTY LIFE SUPPORT TEAMS On behalf of my mother, I have reported this problem to the Liberty Life Annuities division on a number of occasions. My efforts to find a solution have been so far unsuccessful, I'm being moved from pillar to post, neglected and continuously receiving muted responses etc. (See Document 1, 2 and 3)

Furthermore, I have escalated this matter to the Liberty Life Complaints division on a number of occasions, but also experienced very poor customer service; lack of problem solving skills, poor communication skills and frequent out-of-office email notifications etc. (Document 4),

Additionally, I have also engaged with Standard Bank Eswatini, and managed to identify the root cause of this problem. (Document 5)

ROOT CAUSE ANALYSIS VERY IMPORTANT: Standard Bank Eswatini changed their banking systems, and allocated new account numbers to all customers including my mother. The old and new account numbers for my mother are clearly printed on copies of her Bank statements. (Document 6)

WAY FORWARD If it is acceptable to senior managers of Liberty Life Limited, I humbly request that they allocate a suitable resource(s) to investigate and finalize this matter by implementing the following recommended Action Items;

(1) change the banking details of my mother on the Liberty Life systems to as follows; Standard Bank Eswatini, Big Bend Branch, Account Number ***, Branch Code 660464, (Document 6 and 7)

(2) make Liberty Life monthly payments for July-2023 to March-2024 (9 months), to my mother's banking details as above-mentioned in Action Item (1),

(3) provide proof of payment after successful completion of above-mentioned Action Item (2),

SUPPORTING DOCUMENTS Please forward attached herewith copies of the above-mentioned supporting documents to senior managers of Liberty LIfe Limited. They are also obtainable from my Google Drive link below;

https://drive.google.com/drive/folders/14DpPT_ewTuug79SV42cKi59N5nZQA0v2

Your favourable consideration of my request will be highly appreciated. I would be grateful to receive a reply.

Yours sincerely,

Muzi Vilakati

Mobile: +***3

Email: ***

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