POOR SERVICE- NO RESOLUTION ON A 2018 ROAD ACCIDENT CLAIM

We lodged an accident claim in 2018, through DSSG Attorneys and Conveyancers that approached us, the only downfall is that they never intended to help us. Considering our lack of knowledge with regards to the process, they exploited the situation, but never offered any resolution.

I reached out to the RAF on the 29 January 2024, when my aunt requested my assistance. Since then, it has only been back and forth and all we are getting is new reference numbers whenever we follow up.

We received the following response on the 28 February 2024.

From: *** <***> Sent: Wednesday, February 28, 2024 4:16 PM To: Samantha Daniels <***> Subject: [CASE ID: C-***] Open Status Update

You don't often get email from ***. Learn why this is important

Good Day, Thank you for contacting The Road Accident Fund Contact Centre. Here with an update in regards to your Ticket Reference No: C-***

Your query has been attended to and the status of your claim is Open. This means that this claim is still being processed and the offer acceptance was received and escalated but the settlement hasn't been requested yet as per the system.

We apologize for any inconvenience caused and thank you for your co-operation.

Kind Regards Agent Name: Mashatola Jack Mokobane RAF Contact Centre

We went out of our way and submitted all the required information and documentation that was requested from us.

On a daily basis, I get emails stating that they await the outstanding documents. I have submitted these documents on 10 occasions, but still receives the same emails. When you call the contact Centre, you hold on for more than 10 minutes, when the call eventually diverts to an Agent, the call gets dropped.

If we submitted all required proof that was requested from us and it has been confirmed that the claim is still being processed, then what is the hold up.

The lawyer never signed the acceptance letter, in fact we informed the RAF that as per DSSG Attorneys and Conveyancers that the Lawyer that managed the case is no longer in their employ and that there was nothing that they can do for us.

Below are all the ticket reference numbers received, without any final resolution.

From: *** <***> Sent: Monday, January 29, 2024 12:07 PM To: Samantha Daniels <***> Subject: RAF Contact Centre Ticket Reference No: C-***

You don't often get email from ***. Learn why this is important

Good Day

Thank you for contacting The RAF Contact Centre. Your case has been logged with the Ticket Reference Number: C-***.

From: *** <***> Sent: Wednesday, February 14, 2024 4:35 PM To: Samantha Daniels <***> Subject: RAF Contact Centre Ticket Reference No: C-***

Good Day

Thank you for contacting The RAF Contact Centre. Your case has been logged with the Ticket Reference Number: C-***.

From: *** <***> Sent: Wednesday, February 28, 2024 3:20 PM To: Samantha Daniels <***> Subject: RAF Contact Centre Ticket Reference No: C-***

Good Day

Thank you for contacting The RAF Contact Centre. Your case has been logged with the Ticket Reference Number: C-***.

The email dated on the 19 March 2024, clearly confirm that they confused my claim with that of another claim. Refer to the below and when I questioned this, I was not given any feedback, instead a new ticket reference was issued.

From: *** <***> Sent: Tuesday, March 19, 2024 12:33 PM To: Samantha Daniels <***> Subject: [CASE ID: C-***] Requesting Supporting Documentation | RAF Contact Centre

Good day THOLAKELE MNCUBE

Thank you for contacting The Road Accident Fund Contact Centre. Herewith an update in regards to your Ticket Reference No C-*** In order for us to assist you further, kindly reply to this email with the following supporting documents:

I received the below email and have continioulsy submitted the required documentation but keep on receiving the same emails.

From: *** <***> Sent: Friday, March 22, 2024 9:33 AM To: Samantha Daniels <***> Subject: RAF Pending Customer Documents for Ticket No: C-*** | First Reminder

You don't often get email from ***. Learn why this is important

Good Day, Thank you for contacting the Road Accident Fund Contact Centre. We indicated that we are awaiting further action in order to escalate your enquiry. This is the reminder to send us the pending documents as requested.

We apologize for any inconvenience caused and thank you for your co-operation.

Please note that if these documents are not received within 10 days, your ticket will be closed.

Should you require further assistance do not hesitate to reply to this email or contact us on ***.

Kind Regards RAF Contact Centre

I again submitted the required details, and again received the below email.

From: *** <***> Sent: Saturday, March 23, 2024 12:33 PM To: Samantha Daniels <***> Subject: RAF Pending Customer Documents for ticket NO: C-*** | Second Reminder

You don't often get email from ***. Learn why this is important

Good Day, This is a follow up email to send us the outstanding documents as requested

With reference to our previous email, we note that you have not yet provided us with the documents we require in order for us to assist you further.

We apologize for any inconvenience caused and thank you for your co-operation. Should you require further assistance do not hesitate to reply to this email or contact us on ***. Kind Regards RAF Contact Centre

From: *** <***> Sent: Wednesday, March 27, 2024 12:33 PM To: Samantha Daniels <***> Subject: RAF Pending Customer Information for ticket No: C-*** | Final Reminder

You don't often get email from ***. Learn why this is important

Good Day, This is a follow up email to send us the outstanding documents as requested.

With reference to our previous email, we note that you have not yet provided us with the documents we require in order for us to assist you further.

We apologize for any inconvenience caused and thank you for your co-operation. Should you require further assistance do not hesitate to reply to this email or contact us on ***. Kind Regards RAF Contact Centre

And then I received a new ticket reference number - still no resolution.

From: *** <***> Sent: Tuesday, April 9, 2024 1:34 PM To: Samantha Daniels <***> Subject: RAF Contact Centre Ticket Reference No: C-***

Good Day

Thank you for contacting The RAF Contact Centre. Your case has been logged with the Ticket Reference Number: C-***.

Sincerely, Road Accident Fund (RAF) Contact Centre

From: *** <***> Sent: Tuesday, April 9, 2024 3:01 PM To: Samantha Daniels <***> Subject: [CASE ID: C-***] Update on Query | RAF Contact Centre

Good day Samantha Daniels Thank you for contacting The Road Accident Fund Contact Centre. Herewith an update in regards to your Ticket Reference No C-*** We acknowledge your query, kindly note that for us to acknowledge the consent that you obtained from your Aunt to follow up on the progress of her claim you need to send an Affidavit and certified ID copies of the claimant and that of a third party in this case which is you. We apologize for any inconvenience caused and thank you for your co-operation. Kind Regards Agent Name: Mashatola Jack Mokobane RAF Contact Centre

I submitted the Affidavit and all the required ID copies on the 11 April 2024.

From: Samantha Daniels Sent: Thursday, April 11, 2024 5:40 PM To: '***' <***> Subject: RE: RAF Pending Customer Documents for Ticket No: C-*** | First Reminder

Good day,

Kindly find herewith the documents as requested.

Kind regards Samantha

From: *** <***> Sent: Thursday, April 11, 2024 3:01 PM To: Samantha Daniels <***> Subject: RAF Pending Customer Documents for Ticket No: C-*** | First Reminder

Good Day, Thank you for contacting the Road Accident Fund Contact Centre. We indicated that we are awaiting further action in order to escalate your enquiry. This is the reminder to send us the pending documents as requested.

We apologize for any inconvenience caused and thank you for your co-operation.

Please note that if these documents are not received within 10 days, your ticket will be closed.

Should you require further assistance do not hesitate to reply to this email or contact us on ***.

Kind Regards RAF Contact Centre

On the 13 April 2024, I received another reqeust to submit the documents, which I submtted again on the 15 April 2024.

From: Samantha Daniels Sent: Monday, April 15, 2024 8:06 AM To: '***' <***> Subject: RE: RAF Pending Customer Documents for ticket NO: C-*** | Second Reminder

Good day,

Kindly find attached email with the required documents.

Kind regards Samantha

From: *** <***> Sent: Saturday, April 13, 2024 3:01 PM To: Samantha Daniels <***> Subject: RAF Pending Customer Documents for ticket NO: C-*** | Second Reminder

Good Day, This is a follow up email to send us the outstanding documents as requested

With reference to our previous email, we note that you have not yet provided us with the documents we require in order for us to assist you further.

We apologize for any inconvenience caused and thank you for your co-operation. Should you require further assistance do not hesitate to reply to this email or contact us on ***. Kind Regards RAF Contact Centre

From: Samantha Daniels Sent: Thursday, April 18, 2024 9:12 AM To: '***' <***> Subject: RE: RAF Pending Customer Information for ticket No: C-*** | Final Reminder Importance: High

Good morning,

I have submitted the required documentation.

Please view the attached email.

What other documents are being referred to.

The documents requested was:

• Affidavit • Certified ID copies.

Please provide clarity in terms of the outstanding documents, when I have submitted those.

Kind regards Samantha

From: *** <***> Sent: Wednesday, April 17, 2024 3:01 PM To: Samantha Daniels <***> Subject: RAF Pending Customer Information for ticket No: C-*** | Final Reminder

Good Day, This is a follow up email to send us the outstanding documents as requested.

With reference to our previous email, we note that you have not yet provided us with the documents we require in order for us to assist you further.

We apologize for any inconvenience caused and thank you for your co-operation. Should you require further assistance do not hesitate to reply to this email or contact us on ***. Kind Regards RAF Contact Centre

From: Samantha Daniels Sent: Friday, April 19, 2024 7:55 AM To: '***' <***> Subject: RE: [CASE ID: C-***] Update on Query | RAF Contact Centre Importance: High

Good morning,

Please find attached the required documents in PDF format.

Kind regards Samantha

From: *** <***> Sent: Thursday, April 18, 2024 10:37 AM To: Samantha Daniels <***> Subject: [CASE ID: C-***] Update on Query | RAF Contact Centre

Good day Thank you for contacting The Road Accident Fund Contact Centre. Herewith an update in regards to your Ticket Reference No C-*** We acknowledge your query, Kindly send the required documents in PDF format. We apologize for any inconvenience caused and thank you for your co-operation. Kind Regards Agent Name: Roxanne Goliath RAF Contact Centre

From: Samantha Daniels Sent: Tuesday, April 23, 2024 3:26 PM To: '***' <***> Subject: RE: RAF Pending Customer Documents for ticket NO: C-*** | Second Reminder

Good day,

Please find the required documents as requested.

Kind regards Samantha

From: *** <***> Sent: Tuesday, April 23, 2024 9:34 AM To: Samantha Daniels <***> Subject: RAF Pending Customer Documents for ticket NO: C-*** | Second Reminder

Good Day, This is a follow up email to send us the outstanding documents as requested

With reference to our previous email, we note that you have not yet provided us with the documents we require in order for us to assist you further.

We apologize for any inconvenience caused and thank you for your co-operation. Should you require further assistance do not hesitate to reply to this email or contact us on ***. Kind Regards RAF Contact Centre

From: Samantha Daniels <***> Sent: Thursday, April 25, 2024 4:14 PM To: *** Subject: RE: [CASE ID: C-***] Requesting For Information | RAF Contact Centre

Good day,

I don’t know what is happening here.

This claimant is Florence Daniels.

Please refer again to the attached documents and all the communication.

I do not know who THOLAKELE MNCUBE is.

Kind regards Samantha

From: *** <***> Sent: Thursday, April 25, 2024 3:17 PM To: Samantha Daniels <***> Subject: [CASE ID: C-***] Requesting For Information | RAF Contact Centre

Good day Thank you for contacting The Road Accident Fund Contact Centre. Herewith an update in regards to your Ticket Reference No: C-*** In order for us to assist you further, kindly reply to this email with the following supporting information of the Claimant:

We acknowledge your query, kindly note that we received the documents for the different claimant, please advise if the document were meant for THOLAKELE MNCUBE as they were sent under his profile.

From: Samantha Daniels Sent: Friday, April 26, 2024 11:16 AM To: '***' <***> Subject: RE: RAF Pending Customer Information for ticket No: C-*** | Final Reminder

Good day,

I have sent the documents numerous times.

How many times must I send the same documents.

We referred the matter to the RAF, because the lawyer that we trusted, just did not get back to us since this claim was registered in 2018.

I called your offices twice, a few minutes ago, but conveniently when the call is referred to an Agent, they cannot hear me.

Please find again the documents that was send before and please let me know what the status of the claim is.

Please find the email I send yesterday, with all the communication on this claim.

Will I get another email with a reminder to submit the documents that I already have.

Please give me a number of a person that I can speak to, maybe the email is not clear.

Kind regards Samantha

From: *** <***> Sent: Friday, April 26, 2024 10:38 AM To: Samantha Daniels <***> Subject: RAF Pending Customer Information for ticket No: C-*** | Final Reminder

Good Day, This is a follow up email to send us the outstanding documents as requested.

With reference to our previous email, we note that you have not yet provided us with the documents we require in order for us to assist you further.

We apologize for any inconvenience caused and thank you for your co-operation. Should you require further assistance do not hesitate to reply to this email or contact us on ***. Kind Regards RAF Contact Centre

From: Samantha Daniels Sent: Monday, May 6, 2024 9:14 AM To: '***' <***> Subject: RE: [CASE ID: C-***] Requesting For Information | RAF Contact Centre Importance: High

Good day Mmasegaba, Please find herewith the information requested that has already been shared on previous occasion, as per the attached. MVA claim- Jodine Van Gent

Link No: 746/2018 National ID: *** Title: Miss First Name & Surname: Jodine Van Gent Gender: Female Nationality: South African Marital Status: Single Email and Alternate Email: *** / ***

Phone Number and Alternate Phone Number: *** / *** Residential Address: 42 Tarentaal street Reservoir Hills Despatch 6220 Province: Eastern Cape From: *** <***> Sent: Monday, April 29, 2024 12:44 PM To: Samantha Daniels <***> Subject: [CASE ID: C-***] Requesting For Information | RAF Contact Centre

Good day Thank you for contacting The Road Accident Fund Contact Centre. Herewith an update in regards to your Ticket Reference No C-*** In order for us to assist you further, kindly reply to this email with the following supporting information: Link No: National ID: Title: First Name & Surname: Gender: Nationality: Marital Status: Email and Alternate Email: Phone Number and Alternate Phone Number: Residential Address: Province: We apologize for any inconvenience caused and thank you for your co-operation. Please note that if this information is not received within 10 days, your ticket will be closed. Should you require further assistance do not hesitate to reply to this email or contact us on *** Kind Regards Mmasegaba RAF Contact Centre

I send a follow up email on the 20 May 2024, after having not received any acknowledgement, after i provided the information again. Still have not received any feedback.

From: Samantha Daniels Sent: Monday, May 20, 2024 8:54 AM To: *** Subject: FW: [CASE ID: C-***] Requesting For Information | RAF Contact Centre Importance: High

Good morning Mmasegaba.

I am following up on this claim since submission.

Please advise what the status of the claim is.

Kind regards Samantha

I instead received a new ticket reference number, without any resolution.

From: *** <***> Sent: Monday, May 20, 2024 8:58 AM To: Samantha Daniels <***> Subject: RAF Contact Centre Ticket Reference No: C-***

Good Day

Thank you for contacting The RAF Contact Centre. Your case has been logged with the Ticket Reference Number: C-***.

Sincerely, Road Accident Fund (RAF) Contact Centre

What do we as the public do, if there are no other resources available, as the RAF that vowed to assist, have failed us.