POOR SERVICE

I hope you can assist, as I’ve been experiencing ongoing issues with this matter and have had to follow up repeatedly without resolution. I was recently on hold for nearly 20 minutes trying to get some clarity, and unfortunately, the person who answered my call left me on hold without any further feedback. When I finally managed to reach Sifiso—after numerous attempts—his conduct was highly unprofessional, and I'm requesting your intervention at this point. To summarise the issue: my mother-in-law’s pension was placed on hold pending proof of existence, which she duly provided. Her regular payments were then released, but the bank raised a dispute over the IBAN details. It’s important to note that my mother-in-law has never changed her banking information. She has since submitted a bank statement confirming receipt of the May and June payments; however the arrears and bonus payments are still outstanding. I’ve spent the entire morning calling to get an update from Sifiso and only reached him a few minutes ago—with no success in resolving the matter. I would truly appreciate your assistance in moving this forward.