Unpaid surplus- sent from pillar to post

A claim form was submitted by my grandfather in December 2017 for a surplus. He was advised to come back after 3 weeks counting from the 2nd week of Jan, he did that, he was then told to wait another 3 weeks. So basically cutting a long story short, he has been told the 3 week story from January to date. I believe there are processes to follow on your side but it does not take 3 or 4 months to process a surplus claim, I process surplus claims myself in a reputable company.

I call your call centre and the lady keeps asking me if its for a Surplus. I mean, are they not trained to listen to the customer clear and provide sevice? Mind you, I have worked in a call centre too. Having to hold for more than 5 minutes to get through, and another 5 minutes repeating the same thing? Come On!!!!!!.

Please get back to me with concrete feedback not a ' it depends on the claim' that I got from your consultant Novo/Nolo or something along. And oh, when I asked for her name, she just told me to wait and she will transfer the call. Please listen to the call at 14:25, and advise if this is how you treat your clients. Get back to me with feedback on what will be done with the consultant and when the funds will be paid out.

I hope you have a complaints management system in place!!!

Mbali ********** 740