Bad service

I'm very disappointed in the service I've received.

I made my first call to you guys in the beginning of the month to follow up on the claim for my Protektor. Then only was I told that you have received my claim and it is being worked on, everything was in order. The lady I spoke to said that she would escalate it. I called again on 12/04/2018 and spoke to Anica at 11:25 and she informed that it takes up to 20 working days from the day the forms were received, to finalise everything. At that time, 20 working days had already passed. She said that she would escalate it. She confirmed that all is in order, that the claim is back from Finance and that they will be applying for a directive with SARS.

I called in today and initially spoke to a Natalie who kept me holding for over 20 minutes until I hung up. She did not even try to call me back. After all that, I now receive an email telling me that there is a requirement. I spoke to Thandeka now at 15:38 and she now only tells me that the claim is back to Finance again for disinvestment AGAIN. This process might take another 7-10 working days, over and above what I have already waited. Then there is the requirement that must be sent in and that email say that I must wait another 10-15 working days before following up with that.

Did you guys not know what is outstanding at the time of the disinvestment when you are only asking for a requirement today after this was escalated twice??! Now there is another disinvestment that I'll also have to wait for as well?! Now I actually really need the funds. I had expected them to be in by now, and put out the expectation the same for what I need to use it for. Now I will not meet my deadline for next week because you guys delayed in all ways possible!!! And all I'm going to get from you is, I understand your frustration and we are sorry. Your sorry, however will do absolutely NOTHING for my deadlines!