Delay on claim and misinformation

I’d like to lay a formal complaint against Sygnia Umbrella retirement. My withdrawal was submitted to them on the 26th of July by my former employer. And I received a paid up certificate on the 2nd of August 2024.

They have a client portal called Epic, I’ve been constantly checking for the due date and progress of my claim and it stated that it would be finalised on the 16th of August. I have not received any updates or communication regarding the change in this date. Upon following up today, I’m being told that the claim was submitted on the 6th of August, and I should wait 15 business days. I’m highly inconvenienced and they have the most nonchalant attitude ever.

I know my complaint will not be attended to and won’t change anything but I just wanted to highlight the injustices we and possibly our beneficiaries experience when submitting claims with these companies. TCF outcome 6 was not adhered to, as I’m now experiencing barriers in the claim process and misinformation regarding the expected turnaround time.