NMG is not TCF

Afternoon Mr. Jacky Mathekga,

It is with a heavy heart that I write this email to you.

I have since been retrenched (Discovery Ltd) due to the unforeseeable Covid19 pandemic, something that no-one can be blamed for, as it affected not just me but for million many other South Africans and the international community as a whole. What is even more frustrating is that those who are still fortunate enough to be employed do not understand the ramifications such a pandemic can cause. Especially if you have the responsibility of a whole family weighing heavily on your shoulders.

I submitted my retirement claim forms on the 18th of September 2020, to be ignored up until I made follow up checks on the 28th of September by the agent responsible for my withdrawal - Ncamsile Thwala. After several calls and emails later, she responded to me on the 30th of September 2020 in a very nonchalant manner, saying that she has received all the required documents and will see to its administration. All was well, as I understood that due to Covid, your organisation might be working with skeleton staff or would have a huge backlog. So I gave you further time to get your house and affairs in order. Only to my disappointment and dismay, as I was the one who continued to do the follow-up and calling (which I doubt they even care how I did it as I have no source of income) but even that was unfruitful.

Then on the 22nd of October 2020, I managed to get a hold of Erica Ansley - who at that time I was informed was Ncamisile's manager (only to learn that that was her colleague instead - very undermining to a client), who informed me that Ncamisile was ill and had been off sick. I sympathised with Erica and Ncamisile after hearing the news and asked that someone return my calls in the next 48hours as a sign of courtesy with an action plan at least. Which is a form of Treating Customers Fairly (a FAIS regulation). That was also unfruitful, as 13 days later I am still the one running after your agents in an attempt to get my matter resolved.

I called your offices again, spoke to the receptionist (Khosi), who again tried to put me through to both Erica and Ncamsile but both lines ring without a response. I did inform Erica that should no one get back to me by month end of October, I would take this matter further by going to the Office of the Pension Fund Adjudicator/Ombudsman.

I find it really disrespectful that an organisation such as yours is entrusted with the administration of our Pension Funds (receives administration, management fees and commission to do the job) and yet is nowhere to be found when we need them the most.

Upon doing further investigation on websites like "Hello Peter", I have learnt that this is a common occurrence. Mind you our rights are being violated and taken for granted. I am also aware that such a process takes up to six months to be administered and completed when done correctly, however at this rate the wait is unnecessarily dragged all because customers who choose to make withdrawals are not taken seriously and are left out in the cold to fend for themselves.

I have cc'd both the PFA and Long-term Insurance Ombuds on this email because I am hoping that now at least someone will see to my matter being handled. I will also be taking a screen grab of this conversation and posting it up on my social media platforms in hope that someone will help me resolve this matter because it is totally unacceptable and nothing near what the FAIS Act requires of service provider:

"The Financial Advisory and Intermediary Services (FAIS) Act is a statement of law that affects the way a Financial Services Provider (FSP) conducts business, interacts with consumers, and guides the consumer in their daily dealings. The Purpose of the FAIS Act is to: protect consumers of financial products and services."

I am totally disappointed in your organisation and really hope that this matter can soon be put to rest.

Any other time, I would send kind regards, but not today :(

Mr. Themba Msimang