Worst Service

Regarding Estate Late Gladys Setwaba

Firstly I would like to express my disappointment with SBSA and to receive such appalling service or non-service at all after countless request to receive feedback on this matter

Gladys Setwaba *** passed on 20/10/2021 during that time we submitted a claim for the funeral policy which to this day was not paid with no explanation at all , we are not given any info. The worst department to deal with , I can only imagine someone with no means of fund having to call your establishment only to hold on for 45min just to speak to a consultant worst in their time of grief and not being helped at all and not having the money paid out to arrange the funeral , even now we have not gotten any response on that matter

Secondly I went into the Key West Branch where my mom completed her will and nominated SBSA as the executor , biggest mistake anyone can ever make , the worst part about it is that you guys sell this option as the best option to you client sating it will alleviate the stress of running around for the beneficiary only to be slapped with tardiness and incompetence from your agents

I sent and Email to Shadrack Morgan as instructed by Thuli at the branch so that they can activate the will , this email was sent on the 09/11/2021 who also took long to just forward the necessary docs to the relevant department , I called him several time just to remind him to do such.

Then the matter was finally picked up by Thandiswa Mateyisi on the 06/12/2021 who said that the matter will be forwarded to Vikashnie Naidoo who will assign the estate to an Estate officer that will be in contact with me. I waited for 3 week then started calling and emailing to get info and progress about this matter and all the time I’m greeted with Thandiswa saying that the matter has not been allocated to anyone. After emailing Thandiswa on the 20/01/2022 then rep**** that Vikashnie is currently on leave and there is no one allocated nor who can work on the matter .Such level of incompetence and the lack of a contingency plan or business continuity plan in any organization is totally disgusting.

I emailed Thandeka again on the 25/01/2022 after much inconvenience where she advised that the matter has been forwarded to estate officer Langa Ndzukulu but He was on leave but Nkosinathi Makhoza will assist in his absence, to this day with tears in my eyes I have never received any form of communication whether by email or just a phone call just to advise or just to give progress. Your organisation really dropping the ball as you have failed to show your sympathy thru your work that is the time of grief instead of trying to lessen the stress of your client all you do is increase their stress and anxiety which is absolutely ridiculous

Again I plead my I please have feedback, We need to provide the necessary docs to Liberty Life also to do the claim as the cannot stop the D/O that is running until we are furnished with docs form SBSA

Khanyisile Setwaba O***