NL
Nick L
1 reviews | Active since Jul 2012
17 Apr 2022, 07:32
Absolutely Abysmal Customer Service
Absolutely abysmal customer service. They need to take a course in communicating with their customers. A good place to start would be to have the common decency to actually reply when the customer sends them a message. Real pity to see how a once-great organisation has deteriorated since rebranding as Ninety One.
Helpful (0)
Replies (5)0
Replies (5)
Ninety One's replyOfficial
19 Apr 2022, 11:54Dear Mr Nick.
Thank you for bringing the matter to our attention and taking my call.
As discussed, the instruction received has been finalized and the funds will reflect in your wife's bank account in the next 24 to 48 hours.
We apologise for any inconvenience you may have experienced.
Regards
Ninety One Team.
Thank you for bringing the matter to our attention and taking my call.
As discussed, the instruction received has been finalized and the funds will reflect in your wife's bank account in the next 24 to 48 hours.
We apologise for any inconvenience you may have experienced.
Regards
Ninety One Team.
Ninety One's reply19 Apr 2022, 11:54
Official
Dear Mr Nick.
Thank you for bringing the matter to our attention and taking my call.
As discussed, the instruction received has been finalized and the funds will reflect in your wife's bank account in the next 24 to 48 hours.
We apologise for any inconvenience you may have experienced.
Regards
Ninety One Team.
Thank you for bringing the matter to our attention and taking my call.
As discussed, the instruction received has been finalized and the funds will reflect in your wife's bank account in the next 24 to 48 hours.
We apologise for any inconvenience you may have experienced.
Regards
Ninety One Team.
NL
Nick L's updateReviewer Update
19 Apr 2022, 12:49Good day "Ninety One Team" (Why do you hide behind anonymity? Does anyone actually take responsibility for anything where you work or do you all just hide behind your "Terms and Conditions"?)
I have been investing in Unit Trusts for many years, and have experience with a variety of different UT Companies, so I am very well aware of the expected time frames and turnaround times for redeeming such investments. That is not the issue at hand at all. The issue is that you have absolutely terrible, awful, disgusting, non-existent customer service.
I am actually your reason for existence because I, like many other investors, invest in your business. Without me, and many others like me, you simply wouldn't exist. I don't like it that you have given me a "standard answer" to my review here on Hellopeter. As I told you when you phoned me, this negative review was the last step after first trying for 4 business days to resolve the issue with your customer service department. Why do you suddenly give me attention only after I write about this on a public forum?
Your reply also does not really help me - it explains what I already know.
This review was about "Absolutely Abysmal Customer Service" - not about the rules of investing in Unit Trusts.
Unfortunately, my interactions with you have only served to lessen my opinion of Ninety One even more. You would hopefully have also noticed that I gave a very positive 5-star review to one of your competitors immediately after writing this review. You could perhaps take a leaf out of their book in terms of how customer service should be done right.
Investec Asset Management truly was an excellent company. I am saddened to see what Ninety One has become.
Kind regards
Nick
I have been investing in Unit Trusts for many years, and have experience with a variety of different UT Companies, so I am very well aware of the expected time frames and turnaround times for redeeming such investments. That is not the issue at hand at all. The issue is that you have absolutely terrible, awful, disgusting, non-existent customer service.
I am actually your reason for existence because I, like many other investors, invest in your business. Without me, and many others like me, you simply wouldn't exist. I don't like it that you have given me a "standard answer" to my review here on Hellopeter. As I told you when you phoned me, this negative review was the last step after first trying for 4 business days to resolve the issue with your customer service department. Why do you suddenly give me attention only after I write about this on a public forum?
Your reply also does not really help me - it explains what I already know.
This review was about "Absolutely Abysmal Customer Service" - not about the rules of investing in Unit Trusts.
Unfortunately, my interactions with you have only served to lessen my opinion of Ninety One even more. You would hopefully have also noticed that I gave a very positive 5-star review to one of your competitors immediately after writing this review. You could perhaps take a leaf out of their book in terms of how customer service should be done right.
Investec Asset Management truly was an excellent company. I am saddened to see what Ninety One has become.
Kind regards
Nick
NL
Nick L's update19 Apr 2022, 12:49
Reviewer Update
Good day "Ninety One Team" (Why do you hide behind anonymity? Does anyone actually take responsibility for anything where you work or do you all just hide behind your "Terms and Conditions"?)
I have been investing in Unit Trusts for many years, and have experience with a variety of different UT Companies, so I am very well aware of the expected time frames and turnaround times for redeeming such investments. That is not the issue at hand at all. The issue is that you have absolutely terrible, awful, disgusting, non-existent customer service.
I am actually your reason for existence because I, like many other investors, invest in your business. Without me, and many others like me, you simply wouldn't exist. I don't like it that you have given me a "standard answer" to my review here on Hellopeter. As I told you when you phoned me, this negative review was the last step after first trying for 4 business days to resolve the issue with your customer service department. Why do you suddenly give me attention only after I write about this on a public forum?
Your reply also does not really help me - it explains what I already know.
This review was about "Absolutely Abysmal Customer Service" - not about the rules of investing in Unit Trusts.
Unfortunately, my interactions with you have only served to lessen my opinion of Ninety One even more. You would hopefully have also noticed that I gave a very positive 5-star review to one of your competitors immediately after writing this review. You could perhaps take a leaf out of their book in terms of how customer service should be done right.
Investec Asset Management truly was an excellent company. I am saddened to see what Ninety One has become.
Kind regards
Nick
I have been investing in Unit Trusts for many years, and have experience with a variety of different UT Companies, so I am very well aware of the expected time frames and turnaround times for redeeming such investments. That is not the issue at hand at all. The issue is that you have absolutely terrible, awful, disgusting, non-existent customer service.
I am actually your reason for existence because I, like many other investors, invest in your business. Without me, and many others like me, you simply wouldn't exist. I don't like it that you have given me a "standard answer" to my review here on Hellopeter. As I told you when you phoned me, this negative review was the last step after first trying for 4 business days to resolve the issue with your customer service department. Why do you suddenly give me attention only after I write about this on a public forum?
Your reply also does not really help me - it explains what I already know.
This review was about "Absolutely Abysmal Customer Service" - not about the rules of investing in Unit Trusts.
Unfortunately, my interactions with you have only served to lessen my opinion of Ninety One even more. You would hopefully have also noticed that I gave a very positive 5-star review to one of your competitors immediately after writing this review. You could perhaps take a leaf out of their book in terms of how customer service should be done right.
Investec Asset Management truly was an excellent company. I am saddened to see what Ninety One has become.
Kind regards
Nick
Ninety One's replyOfficial
19 Apr 2022, 13:46Dear Nick.
Thank you for your response.
On 11 April 2022 we received a withdrawal instruction from the client around 4pm. The instruction was processed the following day however there was an outstanding requirement which was resolved on 13 April 2022. We should have made contact with the client on 12 April 2022 to resolve the matter however we only spoke to the client on 13 April 2022. This was an error on our part. We should have communicated sooner and we apologise for not making contact timeously.
We received emails from you and the client on 13 April and 14 April which were responded to. Furthemore, we also received a phone on 13 April about the same issue. An update was provided on the phone call regarding the withdrawal.
It's important that we provide great customer service to all our clients to avoid such complaints. We will use this complaint as a learning curve. Thank you once again for bringing the matter to our attention.
Regards
Ninety One
Thank you for your response.
On 11 April 2022 we received a withdrawal instruction from the client around 4pm. The instruction was processed the following day however there was an outstanding requirement which was resolved on 13 April 2022. We should have made contact with the client on 12 April 2022 to resolve the matter however we only spoke to the client on 13 April 2022. This was an error on our part. We should have communicated sooner and we apologise for not making contact timeously.
We received emails from you and the client on 13 April and 14 April which were responded to. Furthemore, we also received a phone on 13 April about the same issue. An update was provided on the phone call regarding the withdrawal.
It's important that we provide great customer service to all our clients to avoid such complaints. We will use this complaint as a learning curve. Thank you once again for bringing the matter to our attention.
Regards
Ninety One
Ninety One's reply19 Apr 2022, 13:46
Official
Dear Nick.
Thank you for your response.
On 11 April 2022 we received a withdrawal instruction from the client around 4pm. The instruction was processed the following day however there was an outstanding requirement which was resolved on 13 April 2022. We should have made contact with the client on 12 April 2022 to resolve the matter however we only spoke to the client on 13 April 2022. This was an error on our part. We should have communicated sooner and we apologise for not making contact timeously.
We received emails from you and the client on 13 April and 14 April which were responded to. Furthemore, we also received a phone on 13 April about the same issue. An update was provided on the phone call regarding the withdrawal.
It's important that we provide great customer service to all our clients to avoid such complaints. We will use this complaint as a learning curve. Thank you once again for bringing the matter to our attention.
Regards
Ninety One
Thank you for your response.
On 11 April 2022 we received a withdrawal instruction from the client around 4pm. The instruction was processed the following day however there was an outstanding requirement which was resolved on 13 April 2022. We should have made contact with the client on 12 April 2022 to resolve the matter however we only spoke to the client on 13 April 2022. This was an error on our part. We should have communicated sooner and we apologise for not making contact timeously.
We received emails from you and the client on 13 April and 14 April which were responded to. Furthemore, we also received a phone on 13 April about the same issue. An update was provided on the phone call regarding the withdrawal.
It's important that we provide great customer service to all our clients to avoid such complaints. We will use this complaint as a learning curve. Thank you once again for bringing the matter to our attention.
Regards
Ninety One
NL
Nick L's updateReviewer Update
19 Apr 2022, 14:30Good day
Please note that what you have written above is not entirely factually correct - and I have the official notifications from your system to prove it. The instruction on 11 Apr was given before 2 pm. I do not believe the outstanding requirements for that instruction were ever satisfactorily resolved. A few of my emails were responded to, but the responses were not satisfactory and when I asked for further clarification, there was no further clarification forthcoming from yourselves.
Seemingly, there are a lot of other very negative reviews about Ninety One here on Hellopeter, so I don't really believe you when you say it's important for you to learn from customer feedback.
Kind regards
Nick
Please note that what you have written above is not entirely factually correct - and I have the official notifications from your system to prove it. The instruction on 11 Apr was given before 2 pm. I do not believe the outstanding requirements for that instruction were ever satisfactorily resolved. A few of my emails were responded to, but the responses were not satisfactory and when I asked for further clarification, there was no further clarification forthcoming from yourselves.
Seemingly, there are a lot of other very negative reviews about Ninety One here on Hellopeter, so I don't really believe you when you say it's important for you to learn from customer feedback.
Kind regards
Nick
NL
Nick L's update19 Apr 2022, 14:30
Reviewer Update
Good day
Please note that what you have written above is not entirely factually correct - and I have the official notifications from your system to prove it. The instruction on 11 Apr was given before 2 pm. I do not believe the outstanding requirements for that instruction were ever satisfactorily resolved. A few of my emails were responded to, but the responses were not satisfactory and when I asked for further clarification, there was no further clarification forthcoming from yourselves.
Seemingly, there are a lot of other very negative reviews about Ninety One here on Hellopeter, so I don't really believe you when you say it's important for you to learn from customer feedback.
Kind regards
Nick
Please note that what you have written above is not entirely factually correct - and I have the official notifications from your system to prove it. The instruction on 11 Apr was given before 2 pm. I do not believe the outstanding requirements for that instruction were ever satisfactorily resolved. A few of my emails were responded to, but the responses were not satisfactory and when I asked for further clarification, there was no further clarification forthcoming from yourselves.
Seemingly, there are a lot of other very negative reviews about Ninety One here on Hellopeter, so I don't really believe you when you say it's important for you to learn from customer feedback.
Kind regards
Nick
Ninety One's replyOfficial
19 Apr 2022, 17:20Dear Nick
We tried to call you but unfortunately the call was declined.
We have attempted to resolve the matter to your satisfaction and in keeping with the principle of treating you as our customer fairly.
I assure you that we will always strive to meet and exceed our client needs and learn from the experience where we have regrettably not met expectations.
Please accept our apology for any inconvenience caused.
Regards
Ninety One Team
Ninety One Team
Ninety One's reply19 Apr 2022, 17:20
Official
Dear Nick
We tried to call you but unfortunately the call was declined.
We have attempted to resolve the matter to your satisfaction and in keeping with the principle of treating you as our customer fairly.
I assure you that we will always strive to meet and exceed our client needs and learn from the experience where we have regrettably not met expectations.
Please accept our apology for any inconvenience caused.
Regards
Ninety One Team
Ninety One Team