CUSTOMER NEGLECT

We are three siblings that inherited from our LATE MOTHERS ESTATE, Marjorie Edith Andrew ID *** 087. Two siblings reside in the RSA, and one in Canada. The siblings residing in the RSA received their part of the Denel Surplus Pension from Alexander Forbes as assigned by Denpen. However, the sibling in Canada did not. She communicated by email to Alexander Forbes on various occasions without success for the payment. She then received an email from Alexander Forbes stating the following: "Hope this finds you well. Please be advised that Denel Pension Fund is moving to Momentum as from 01 March 2019, therefore we cannot make any further payments as all that has been closed now. Unfortunately I cannot assist". She has sent various emails to Momentum without reply. I personally contacted Momentum having to hold on for an excessive amount of time. I gave them the following ID Nos: Deceased - Mr. SG Andrew - *** 085 Deceased - Mrs. ME Andrew - *** 087 Daughter waiting recipient - Miss SL Andrew - *** 089. They informed me that they were not on the system. Susan Andrew sent various additional emails to no avail. The latest email is to *** and *** on 26 September 2019, and *** 27 September 2019. We lost a mother and now Alexander Forbes handed the case over to Momentum. You accepted the case and should receive payment but neglected to ensure one sibling received what is owing to her. I hope management will act and assist my sister Miss Susan Leslie Andrew - *** 089.