Extremely Poor Communication and No Progress on Pension Claim

I have been assisting my father with his pension claim, and all the required documentation was submitted around May 2026. Since then, we have experienced ongoing frustration due to the lack of communication and assistance from the person handling the case.

Despite numerous emails and phone calls, our queries are either ignored or not responded to. On the few occasions when we do manage to get hold of the consultant, we receive the exact same explanation every week, namely that SARS has declined the application, with no further details, guidance, or indication of what steps are being taken to resolve the matter.

To try and obtain answers, we have personally visited the Braamfontein offices several times. Unfortunately, each visit has resulted in little to no assistance, leaving us in the same position with no clear update on the status of the claim.

This matter has been ongoing for several months, and the lack of responsiveness, accountability, and customer service has been extremely disappointing. We understand that pension claims can take time, but customers deserve clear communication, regular updates, and proper support.

I would appreciate it if management could urgently investigate this matter, provide us with a detailed update on the status of the claim, and ensure that someone contacts us with a clear way forward.