CL
Carlo L
1 reviews | Active since Dec 2020
06 Feb 2024, 18:36
Lousy Service
On 18/01 I submitted a partial dis-investment request on my tax free invedtment via the app. On 25/01 I received a mail requesting a compliance form to be completed,, which I duly did and submitted immediately. A week later I contacted the call centre twice and was eventually given the compliance dept number. The compliance department had no record of the document I submitted, so I re-submitted and was able to confirm that it was received. I submitted a complaint on OM's website on 02/02 after still not receiving any feedback. Your processes are not working and your service leaves much to be desired, you advertise 5-7 days turnaround time, but it's been more then two weeks already.
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Carlo L's updateReviewer Update
12 Feb 2024, 13:54Dear Authur,
Your investigation seems to be taking longer then necessary. In the meantime let me highlight some other internal issues that you can include in your investigation:
1. Why are the service agents inconsistent with their feedback? (One refered me to another department, one said he would escalate to someone handling the request and another gave me an alernative email address to use)
2. None of these agents provided any further feedback or followups.
3. Why are the agents not able to communicate directlly with other departments, such as Compliance, and provide instant feecback - what is the use of calling?
4. Why is there no exception report that someone is actively looking at, listing customers such as myself with long outstanding unresolved requests. Providing follow ups and feedback to clients.
5. Why accept instructions such as mine on your website and boast a 3-5 day turnaround time, when clearly all requirements are not catered for, and processes for these requirements are lacking?
I've just submitted the required documents for a third time now. Lets see if its third time lucky.
Your investigation seems to be taking longer then necessary. In the meantime let me highlight some other internal issues that you can include in your investigation:
1. Why are the service agents inconsistent with their feedback? (One refered me to another department, one said he would escalate to someone handling the request and another gave me an alernative email address to use)
2. None of these agents provided any further feedback or followups.
3. Why are the agents not able to communicate directlly with other departments, such as Compliance, and provide instant feecback - what is the use of calling?
4. Why is there no exception report that someone is actively looking at, listing customers such as myself with long outstanding unresolved requests. Providing follow ups and feedback to clients.
5. Why accept instructions such as mine on your website and boast a 3-5 day turnaround time, when clearly all requirements are not catered for, and processes for these requirements are lacking?
I've just submitted the required documents for a third time now. Lets see if its third time lucky.
CL
Carlo L's update12 Feb 2024, 13:54
Reviewer Update
Dear Authur,
Your investigation seems to be taking longer then necessary. In the meantime let me highlight some other internal issues that you can include in your investigation:
1. Why are the service agents inconsistent with their feedback? (One refered me to another department, one said he would escalate to someone handling the request and another gave me an alernative email address to use)
2. None of these agents provided any further feedback or followups.
3. Why are the agents not able to communicate directlly with other departments, such as Compliance, and provide instant feecback - what is the use of calling?
4. Why is there no exception report that someone is actively looking at, listing customers such as myself with long outstanding unresolved requests. Providing follow ups and feedback to clients.
5. Why accept instructions such as mine on your website and boast a 3-5 day turnaround time, when clearly all requirements are not catered for, and processes for these requirements are lacking?
I've just submitted the required documents for a third time now. Lets see if its third time lucky.
Your investigation seems to be taking longer then necessary. In the meantime let me highlight some other internal issues that you can include in your investigation:
1. Why are the service agents inconsistent with their feedback? (One refered me to another department, one said he would escalate to someone handling the request and another gave me an alernative email address to use)
2. None of these agents provided any further feedback or followups.
3. Why are the agents not able to communicate directlly with other departments, such as Compliance, and provide instant feecback - what is the use of calling?
4. Why is there no exception report that someone is actively looking at, listing customers such as myself with long outstanding unresolved requests. Providing follow ups and feedback to clients.
5. Why accept instructions such as mine on your website and boast a 3-5 day turnaround time, when clearly all requirements are not catered for, and processes for these requirements are lacking?
I've just submitted the required documents for a third time now. Lets see if its third time lucky.