Back and forth on my login details reset inquiry.

All i needed was to reset my profile to enable me to access my portfolio online. I failed to reset forgotten login details and when i contacted customer care i was informed there is duplicate profiles under my name. I was advised to email ID copy to *** in order to have the duplicate resolved. The email response i got is as follows; "Dear Customer

Thank you for your request. This automated response confirms that we have received your email.

For security reasons we require all users to be authenticated and therefore we are unable to action the following requests via email:

1) Resetting of your passwords 2) Activation of your disabled/locked accounts 3) Updating of your email address

Please contact us on ***or +27 (0)21 ***, should you require further assistance."

Meaning i needed to call again the same number, *** that misinformed me. When i called again i was informed that they will refer my matter for investigation and when i asked the turn around time for investigation i was told it depends on the division conducting the investigation. At minimum there should standard operating procedures to outline the investigation procedures and Turn around Times to customers as much as your consultants make it a point to close a new deal/business in seconds.

I am losing confidence in my long trusted insurance company. First is your board and chairperson fighting poor CEO, next is the financial advisor who is not available when i need advise but only comes when she needs to review my portfolio. Now is the simple login details reset that i need in order self-serve myself in the absence of the absent financial advisor.

I trust my complaint receives due prompt attention.

Regards Makolotwane