Dispute

A dispute was logged on behalf of a client on the 16th Nov, all the documents were sent on one email , i called to follow up and spoke to Makhosazana who advised that the Consent letter and Id copy were not attached (no communication was sent regarding the outstanding docs). i advised the agents that the documents were sent on one email , then she said there is not attachment for a consent letter i resent the documents. I called again and spoke to another agent who advised that there is no signature on the consent letter . i was calling to follow up on what day are we on . i would appreciate feedback.

Please assist