1 reviews | Active since Jun 2023
Poor customer service, lack professionalism and integrity
I have had a very terrible experience with PPS recently after being a client for over 20 years. I would not advise people to join PPS. Their client service is atrocious and the level of care for clients leaves little to be desired. I have never been so disappointed in my life by a so-called prominent organisation meant to service professionals. Your service and attitude towards clients does not match your target market that's all I can say. Your brand promise is not realised so something has to give.
Long story short I wanted to access money from the PPS share scheme. I filled out all the relevant forms through my PPS Financial Advisor and explicitly told her to update my bank details as I no longer used my old bank for transactions but use it as a credit card facility. I sent the advisor my new banking details and she said she will forward them to the relevant department. She never did. I followed up several times about payment and she was always curt, irritable and seemed annoyed with my continuous inquiries. She never took my calls or returned them. She would only chat via WhatsApp. Eventually after getting tired of getting nowhere with her and her stories that the claim is still being processed I called their client center directly only to find the money had been long paid but was paid into the account I explicitly told her I don't want the money to go into. After finding this out I tried to reach her to clarify how and why this happened and she has avoided my calls only responding on WhatsApp to say she will call back and till today she has never called me and this happened on the 4th of December 2024. She has now shifted the blame to say admin is not her job and I should speak to the bank that they erroneously deposited into to pay me back. I tried to explain that that account is closed and money going in goes directly to paying off the balance and the only way to get the funds back is to reverse the payment. Till today no response from her.I lodged a formal complaint against her at PPS on the 5th of December 2024 and the same day got an acknowledgement of receipt email. Till today I have received feedback on what is happening with my complaint and the outcome. When I enquire via phone or email I'm being sent from pillar to post being told that the case at one department then later being told it's been moved to another department. No efforts have been made to contact me. I do all the chasing. I have not received any updates and today is their last day of the legislated 8 working days they need to give me a resolution still nothing. I have requested details of their Internal Auditor today to escalate the matter there before taking it to the Ombudsman and still no response. Tomorrow I will be forwarding the matter directly to the Ombudsman as I see there is no hope of ever getting service or a resolution. But all I can say is I am shocked and ashamed to have been a client PPS for so long and given them business when they clearly didn't deserve my loyalty.
I was finally told last week after continually following up with my emails ignored that the payment recall has been unsuccessful but PPS will pay me anyway and my banking details were requested.
After submitting my bank details AGAIN mind you I followed up a few times after this communication to find out the status of the payment and my emails went answered. Yesterday they finally responded and the shocking thing is that now PPS blames me for not authorising the payment recall and claim I denied to approve the payment recall which is completely untrue. They are now saying nothing about the promise to pay me. My question is how can I authorise a payment recall of a payment I didn't make and also why are they saying I declined to authorise the recall when no one ever contacted me to request such. Today I contacted the bank involved in the payment recall issue and they confirmed that they never contacted me to request authorisation for payment recall. I was also informed that the bank representing PPS only sent them the payment recall request on the 24th of December 2024 while I was told by PPS on the 18th of December that the payment recall request has already been sent.
All I can say is PPS has proved to be dishonest, ********* and disloyal in all my interactions with them regarding this issue from the Financial Advisor down to the people dealing with my complaint. To my knowledge no sanctions have taken place against the said Financial Advisor and when I requested to engage with their Internal Arbitrator to assist me with this issue I was told I was not allowed to engage with them until the case is resolved although clearly there is no resolution in sight. I have reported the case to the Ombudsman and currently seeking legal advice as well.
My advice to any professional considering engaging with PPS or being a client is please don't. There are many other companies out there who offer innovative solutions that are client centric and conduct ethical and professional business. That is my personal recommendation based on my horrible experience.
I was finally told last week after continually following up with my emails ignored that the payment recall has been unsuccessful but PPS will pay me anyway and my banking details were requested.
After submitting my bank details AGAIN mind you I followed up a few times after this communication to find out the status of the payment and my emails went answered. Yesterday they finally responded and the shocking thing is that now PPS blames me for not authorising the payment recall and claim I denied to approve the payment recall which is completely untrue. They are now saying nothing about the promise to pay me. My question is how can I authorise a payment recall of a payment I didn't make and also why are they saying I declined to authorise the recall when no one ever contacted me to request such. Today I contacted the bank involved in the payment recall issue and they confirmed that they never contacted me to request authorisation for payment recall. I was also informed that the bank representing PPS only sent them the payment recall request on the 24th of December 2024 while I was told by PPS on the 18th of December that the payment recall request has already been sent.
All I can say is PPS has proved to be dishonest, ********* and disloyal in all my interactions with them regarding this issue from the Financial Advisor down to the people dealing with my complaint. To my knowledge no sanctions have taken place against the said Financial Advisor and when I requested to engage with their Internal Arbitrator to assist me with this issue I was told I was not allowed to engage with them until the case is resolved although clearly there is no resolution in sight. I have reported the case to the Ombudsman and currently seeking legal advice as well.
My advice to any professional considering engaging with PPS or being a client is please don't. There are many other companies out there who offer innovative solutions that are client centric and conduct ethical and professional business. That is my personal recommendation based on my horrible experience.