Firstrand Retirement Fund

Complaint: *** - MZOBE, L

Greetings

I wirte this concerning request for assistance with a heavy heart as I thought that a process of Pension fund payout would’ve of a seamless nature, with such a reputable company.

Please note the below series of incompentent events that has transpired to date, where I still havent received my balance of pension funds, as requested on the 2nd March 2022:

• Called in, then got cut-off with Pinky, and then I called agained and advised by Sharon to send email requesting the balance of my funds (id and bank statement was attached as requested). • I have called through everyday doing follow ups, and being told the following: o I should wait 7 working days after the claim (today is the last day). o The claim has approved the 1st stage and is going for the 2nd stage (till today im still getting this reply) • Upon my checking everyday, I was kind enough to speak to Pinky who was amazed that I wasn’t forwarded the withdrawal form, since the day we got cut off. • The form was sent to me for completion and returned. Then when I followed up I was then told by Sharon (the person who told me to send the email) that” I had ought to be told by my HR that I need to fill in a form” (not being aware that my exit date was in 2020-08-14). Despite her arrogance on the call, she promised to escalate the matter for urgent payment as I was in no fault as I followed the given instructions all this time. • When I follow up today, was later told that it was not evident that this matter was escalated and that this matter might be only concluded next week?!

So I write this complaint seeking clarity as to whether this is kind of service a client needs to endure before receiving his/her funds. Also please bare in mind that the SLA is ending today. As im taking the necessary steps, I intend going to the Ombuds, should I not get a satisfactory outcome(which is a payout) by close of week.