1 reviews | Active since Jan 2014
Poor customer service
I have been struggling with momentum for the last 3-4 weeks on a payout on my policy. Ive spoken to the entire call centre most probably using a lot of airtime offcourse and the manager is always in a meeting this now the 4th week most probably and no solution instead I receive the same mail over and over and send the same documents over and over and still no payout.
no customer service no priority or flagging mails so the same mails won't get sent twice or three times, no manager assistance,
I appreciate you raising your concerns with us. They are indeed very disappointing and we certainly letting you down. We will investigate and I can assure you that a manager will contact you.
Regards,
N D'Arch
I appreciate you raising your concerns with us. They are indeed very disappointing and we certainly letting you down. We will investigate and I can assure you that a manager will contact you.
Regards,
N D'Arch
Dear Mr Louw,
Our service agent confirmed hat she did contact you yesterday to explain what FICA documentation is still outstanding before we can process the surrender transaction. Unfortunately, as these documents are required in terms of Legislation, we are unable to override the requirements. The service agent confirmed that an arrangement was made with you to forward the documentation directly to the Service manager for the area, Philemon Beckett?
We therefore await your email with the relevant documentation in order to proceed with the surrender.
Kind regards.
N D'Arch
Dear Mr Louw,
Our service agent confirmed hat she did contact you yesterday to explain what FICA documentation is still outstanding before we can process the surrender transaction. Unfortunately, as these documents are required in terms of Legislation, we are unable to override the requirements. The service agent confirmed that an arrangement was made with you to forward the documentation directly to the Service manager for the area, Philemon Beckett?
We therefore await your email with the relevant documentation in order to proceed with the surrender.
Kind regards.
N D'Arch
Dear Mr Louw,
We have loaded the surrender on our systems - as this is a unit trust investment, it will take a few days to sell off the units. I will keep an eye on the policy to ensure that no delays are experienced, and that payment is approved as soon as the funds reflect on our payment system.
I will provide you with feedback next week Tuesday.
Kind regards,
N D'Arch
Dear Mr Louw,
We have loaded the surrender on our systems - as this is a unit trust investment, it will take a few days to sell off the units. I will keep an eye on the policy to ensure that no delays are experienced, and that payment is approved as soon as the funds reflect on our payment system.
I will provide you with feedback next week Tuesday.
Kind regards,
N D'Arch