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Clinton E

1 reviews | Active since Oct 2012

11 Apr 2025, 18:50

Extremely Disappointed with Provident Fund Service

I am beyond frustrated with the way my provident fund payout has been handled. Since March 4, 2024, I’ve been given nothing but excuse after excuse with absolutely no transparency or meaningful updates on the status of my claim.

I have reached out countless times via email, their social media platforms, and the so-called "chat wizard," only to be met with generic, copy-paste responses that say the matter has been "escalated" — yet there is no indication of what that even means or where in the process my claim is stuck.

It’s unacceptable that after more than a month of consistent follow-up, I still have no clarity, no timelines, and no accountability from anyone. The complete lack of proper communication and professionalism is shocking, especially for an organization entrusted with managing people’s hard-earned retirement savings.

This experience has been stressful, infuriating, and disheartening, and I wouldn't wish it on anyone else. People depend on these funds during important transitions in life — to be treated this way is utterly disrespectful.

0
Replies (10)
Salt Employee Benefits (Pty) Ltd.
Salt Employee Benefits (Pty) Ltd.'s reply15 Apr 2025, 14:59
Official
Good day 

We are sorry to hear about your experience this is not the service we aim to offer to our members.

Your concern will be attended to immediately and feedback will be provided as soon as possible by one of our service agents who will call you directly

Kindly provide us with your details in order for us to assist (ID Number and Contact Details)

Kind Regards
Salt EB 
CE
Clinton E's update15 Apr 2025, 15:10
Reviewer Update
Good day,

Thank you for responding.

I am currently engaging the Contact Centre Manager Hloniphile for direct feedback as my claim has been escalated to relevant department as per Hloniphile.

I will post updates as I receive them.

Thank you,
Clinton
CE
Clinton E's update17 Apr 2025, 08:06
Reviewer Update
Feedback: the CC Manager Hloniphile has informed me that my claim is with SARS for a claim directive as what was communicated on the 16 April 2025 at 08h13.

Between then and now this morning 08h00 there has been no communication from Hloniphile as yet, I have sent a follow-up e-mail requesting feedback as today 17/04/2025.

I will provide feedback here once there has been communication from SALT.
Salt Employee Benefits (Pty) Ltd.
Salt Employee Benefits (Pty) Ltd.'s reply22 Apr 2025, 08:45
Official
Good day 

Your positive feedback means a lot to us and serves as motivation to continue delivering excellent service. 

We're committed to maintaining this standard. 

Thank you 
CE
Clinton E's update22 Apr 2025, 10:59
Reviewer Update
Thursday April 17th 2025 I sent the Manager this e-mail (No reply as of yet 22 April 2025):

Dear Hloniphile,

I’m writing to follow up on your most recent correspondence dated April 16, 2025, where you mentioned that the delay in my provident fund payout is due to the pending directive from SARS, and that you would check again later that day.

As I have not received any update since then, I kindly request feedback on whether there has been any progress or communication from SARS regarding my claim.

Thank you in advance for your assistance. I look forward to your response.

Kind regards,
CE
Clinton E's update22 Apr 2025, 11:01
Reviewer Update
Tuesday April 22nd 2025 I sent the Manager at 08h00, this e-mail (No reply as of yet 22 April 2025):

Dear Hloniphile Sithole,

I hope you are well.

I am writing to express my continued frustration regarding the lack of feedback on my provident fund claim. In your last email dated April 16, 2025, you stated that the delay was due to a pending directive from SARS and that you would follow up later that day. It is now April 22, and I have still not received any further communication or update.

This matter has been dragging on since March 4, 2025 and despite repeated follow-ups, I continue to receive vague, delayed, and incomplete responses. This level of service is simply unacceptable for an issue involving personal retirement funds.

At this stage, I am formally requesting:

PAYMENT OF ALL MY PROVIDENT MONIES INTO MY BANK ACCOUNT ON OR BEFORE 25 APRIL 2025.

Should I not receive a satisfactory response TODAY, I will have no alternative but to escalate this matter to the Office of the Pension Funds Adjudicator and the FAIS Ombud for formal investigation and resolution.

I trust that, as the Contact Centre Manager, you will treat this matter with the urgency and seriousness it now demands.

Kind regards,
CE
Clinton E's update22 Apr 2025, 11:03
Reviewer Update
I no longer have faith in the PSSPF employees and whether they will be able to sort out this matter and this has forced me to lodge a complaint with the Pension Fund Adjudicator (PFA) for further assistance with regards to my claim.
CE
Clinton E's update23 Apr 2025, 08:54
Reviewer Update
On the 22/04/2025 I lodged a complaint with the Pension Fund Adjudicator (PFA) after no communication from SALT employees or their manager Hloniphile.
CE
Clinton E's update23 Apr 2025, 08:55
Reviewer Update
I have also sent a follow-up mail to manager Hloniphile Sithole advising her of the PFA complaint.

See below:

Notice of Formal Complaint Lodged with the PFA

Dear Hloniphile Sithole,

Good day.

As I have not received any meaningful update or resolution regarding my provident fund claim since it was lodged on March 4, 2024, I regret to inform you that I have now officially lodged a formal complaint with the Office of the Pension Funds Adjudicator (PFA).

This step was not taken lightly, but due to the continued delays, vague communication, and lack of accountability, I have been left with no other option.

I trust that this matter will now be handled with the urgency and seriousness it deserves. Should any further information or cooperation be required from your side to assist the PFA investigation, I trust you will make it available timeously.

Kind regards,

Salt Employee Benefits (Pty) Ltd.
Salt Employee Benefits (Pty) Ltd.'s reply23 May 2025, 11:33
Official
Good day Member,

We acknowledge your message

Thanks again for the feedback. Let me follow up with your claim with the relevant person.

Thank You