Poor Service !!!!!

I am writing to formally raise my concern regarding the ongoing delay in processing my clearance request. I initially requested my clearance on 25 August 2026 and provided all the requested paid-up letters. I was subsequently advised that three of the paid-up letters had not been received. I immediately resent the documents on the same day.

A ticket was logged under Ticket No. 244519. However, the ticket was closed on 26 August 2026 without any resolution or feedback being provided.

I responded to the ticket questioning how it could be closed without my request being resolved or any explanation being provided. I have still not received a response.On 26 August 2026, I also emailed Bernadette requesting a clear turnaround time for my clearance request. To date, I have received no response.

I sent another follow-up on 7 September 2026, once again requesting an update, but I have still received no feedback. I subsequently contacted you via WhatsApp and was advised that another ticket had been logged for me.At this point, I need to ask: What is the purpose of having a WhatsApp support channel if the only assistance provided is to log another ticket?I have already provided the requested documentation, followed up multiple times, contacted the relevant parties and even queried the closure of the original ticket. Yet, I am still no closer to receiving my clearance.

This is extremely frustrating and disappointing. I understand that processes and turnaround times need to be followed, but I also expect communication, accountability and actual assistance when following up on an outstanding request. Please provide me with: The current status of my clearance request. Confirmation that all three paid-up letters have been received. A clear reason why Ticket No. 244519 was closed without resolution or feedback. The outstanding actions required, if any. A specific turnaround time for completion of my clearance.

I would appreciate this matter being treated as urgent, as I have been requesting my clearance since 25 August 2026 and have made several attempts to obtain assistance without receiving a satisfactory response.

Where is the service and accountability in this process? I look forward to receiving a proper response and resolution, rather than simply having another ticket logged.