Immigration Assist. 5K for botched docs
I urgently needed uabridged birth certificates and after I read the good reviews on ImmAssist, I opted to go with them. I accepted the quote and paid the R5000 on 19 June. On 18 Oct I received one of the UBC with a name spelled wrong, and therefore useless. According to Tanya the other one was totally botched; I've never saw it. I was not kept up to date, and was even shouted at when I tried to get feedback. Apparently, the quote did not included courier costs and I had to pay and R180 - only to discover that the certificate is useless.
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Immigration Assist's replyOfficial
20 Dec 2021, 14:35Unfortunately during the time when we were handling Dr Smit and Mr Noone’s applications the country was affected by the 3rd wave of the Corona Virus. The measures taken to combat the virus by the South African Government was to impose level 3 lockdown restrictions. The implications of this is that Home Affairs branches were not allowed to issue Unabridged Birth certificates. Our agents were subsequently locked out of Home Affairs and they were only allowed to collect these documents when the level 3 restrictions were lifted.When Tanya informed Dr Smit that we could only attend to this matter when we went down a level the above is what was meant by this statement.Our Agents were able to collect the documents when the restrictions were finally lifted. The severity of the 3rd wave caused the level 3 restrictions to be in place for many months and a subsequent very long issue delay on the certificates.We cannot and will not be hold responsible for the delays caused by the Corona virus restrictions.When the certificates were collected it was discovered that they were printed by the branch with errors on them. Unfortunately our role within this process is to facilitate the process only. We have no influence on what Home affairs print on these certificates and it is unreasonable to even imply such. These certificates are typed up into a template by an official within Head Office of Home Affairs by referring to the birth registration form for the applicant. Head office then send the template with an authorization to print the certificate to the branch of application. Our agent will then receive an sms notification to collect the documents.We cannot and will not be hold responsible for the information that Home Affairs printed on Dr Smit and Mr Noone’s Unabridged birth certificates.We were paid to facilitate a process, we incurred costs pursuing this request and are not in a position to refund Dr Smit as requested.Dr Smit will need to provide proof that her Mother’s name is spelled incorrectly to the department of Home Affairs so that they can correct this accordingly.Mr Noone will have to prove that the information provided by Home affairs is incorrect so as they can change his details on his unabridged birth certificate as well.
Immigration Assist's reply20 Dec 2021, 14:35
Official
Unfortunately during the time when we were handling Dr Smit and Mr Noone’s applications the country was affected by the 3rd wave of the Corona Virus. The measures taken to combat the virus by the South African Government was to impose level 3 lockdown restrictions. The implications of this is that Home Affairs branches were not allowed to issue Unabridged Birth certificates. Our agents were subsequently locked out of Home Affairs and they were only allowed to collect these documents when the level 3 restrictions were lifted.When Tanya informed Dr Smit that we could only attend to this matter when we went down a level the above is what was meant by this statement.Our Agents were able to collect the documents when the restrictions were finally lifted. The severity of the 3rd wave caused the level 3 restrictions to be in place for many months and a subsequent very long issue delay on the certificates.We cannot and will not be hold responsible for the delays caused by the Corona virus restrictions.When the certificates were collected it was discovered that they were printed by the branch with errors on them. Unfortunately our role within this process is to facilitate the process only. We have no influence on what Home affairs print on these certificates and it is unreasonable to even imply such. These certificates are typed up into a template by an official within Head Office of Home Affairs by referring to the birth registration form for the applicant. Head office then send the template with an authorization to print the certificate to the branch of application. Our agent will then receive an sms notification to collect the documents.We cannot and will not be hold responsible for the information that Home Affairs printed on Dr Smit and Mr Noone’s Unabridged birth certificates.We were paid to facilitate a process, we incurred costs pursuing this request and are not in a position to refund Dr Smit as requested.Dr Smit will need to provide proof that her Mother’s name is spelled incorrectly to the department of Home Affairs so that they can correct this accordingly.Mr Noone will have to prove that the information provided by Home affairs is incorrect so as they can change his details on his unabridged birth certificate as well.
's updateReviewer Update
22 Dec 2021, 23:51I summarise to clarify what seems to be Dean Beifus' misunderstanding or redirecting of the issue:
IA undertook to act as an agent to deliver our UBCs. We submitted more than the required documentation; copies of our own and our parents´ South African ID documents. We also provided the marriage certificate of my husband's parents. We paid the full amount of R5000 upfront – as was demanded. We exhausted all avenues of ensuring that IA had the means to deliver.
We understood that delivery delays were to be expected, due to the Covid-19 developments. However, neither Dean Beifus nor Tanya Beifus, nor any of the documentation provided to us ever stipulated that IA diverted from the responsibility of suppliers of goods or services to deliver as stipulated by the Consumer Council Act.
We would not have entered into an agreement if IA disclosed its divergence from the standard practice since it would have interfered with our rights to and fair, just and reasonable service, terms and conditions.
We received only one of the UBC, but due to errors, it is worthless.
I conclude that the only reasonable solution to the failure of delivering (as agreed upon) is a full refund. The Act clearly states that unless otherwise expressly stated in an agreement, it is an imp**** condition of every transaction in South Africa that the supplier is responsible to deliver the goods or performing the services. And we never entered into such an agreement with IA.
IA undertook to act as an agent to deliver our UBCs. We submitted more than the required documentation; copies of our own and our parents´ South African ID documents. We also provided the marriage certificate of my husband's parents. We paid the full amount of R5000 upfront – as was demanded. We exhausted all avenues of ensuring that IA had the means to deliver.
We understood that delivery delays were to be expected, due to the Covid-19 developments. However, neither Dean Beifus nor Tanya Beifus, nor any of the documentation provided to us ever stipulated that IA diverted from the responsibility of suppliers of goods or services to deliver as stipulated by the Consumer Council Act.
We would not have entered into an agreement if IA disclosed its divergence from the standard practice since it would have interfered with our rights to and fair, just and reasonable service, terms and conditions.
We received only one of the UBC, but due to errors, it is worthless.
I conclude that the only reasonable solution to the failure of delivering (as agreed upon) is a full refund. The Act clearly states that unless otherwise expressly stated in an agreement, it is an imp**** condition of every transaction in South Africa that the supplier is responsible to deliver the goods or performing the services. And we never entered into such an agreement with IA.
's update22 Dec 2021, 23:51
Reviewer Update
I summarise to clarify what seems to be Dean Beifus' misunderstanding or redirecting of the issue:
IA undertook to act as an agent to deliver our UBCs. We submitted more than the required documentation; copies of our own and our parents´ South African ID documents. We also provided the marriage certificate of my husband's parents. We paid the full amount of R5000 upfront – as was demanded. We exhausted all avenues of ensuring that IA had the means to deliver.
We understood that delivery delays were to be expected, due to the Covid-19 developments. However, neither Dean Beifus nor Tanya Beifus, nor any of the documentation provided to us ever stipulated that IA diverted from the responsibility of suppliers of goods or services to deliver as stipulated by the Consumer Council Act.
We would not have entered into an agreement if IA disclosed its divergence from the standard practice since it would have interfered with our rights to and fair, just and reasonable service, terms and conditions.
We received only one of the UBC, but due to errors, it is worthless.
I conclude that the only reasonable solution to the failure of delivering (as agreed upon) is a full refund. The Act clearly states that unless otherwise expressly stated in an agreement, it is an imp**** condition of every transaction in South Africa that the supplier is responsible to deliver the goods or performing the services. And we never entered into such an agreement with IA.
IA undertook to act as an agent to deliver our UBCs. We submitted more than the required documentation; copies of our own and our parents´ South African ID documents. We also provided the marriage certificate of my husband's parents. We paid the full amount of R5000 upfront – as was demanded. We exhausted all avenues of ensuring that IA had the means to deliver.
We understood that delivery delays were to be expected, due to the Covid-19 developments. However, neither Dean Beifus nor Tanya Beifus, nor any of the documentation provided to us ever stipulated that IA diverted from the responsibility of suppliers of goods or services to deliver as stipulated by the Consumer Council Act.
We would not have entered into an agreement if IA disclosed its divergence from the standard practice since it would have interfered with our rights to and fair, just and reasonable service, terms and conditions.
We received only one of the UBC, but due to errors, it is worthless.
I conclude that the only reasonable solution to the failure of delivering (as agreed upon) is a full refund. The Act clearly states that unless otherwise expressly stated in an agreement, it is an imp**** condition of every transaction in South Africa that the supplier is responsible to deliver the goods or performing the services. And we never entered into such an agreement with IA.
Immigration Assist's replyOfficial
23 Dec 2021, 10:25 Dear Emmie
We are neither misunderstanding or misdirecting.
I will reiterate that we act as agents to facilitate a process through the department of Home Affairs.
We cannot be hold responsible for errors made by the department.
I believe it is you who is misdirecting your grievances with the Department of Home Affairs towards us.
We have incurred expenses in exercising your request for your certificates and are not prepared to suffer a loss in doing so.
That being said we are prepared to offer you a partial refund of 50% as a measure of good will
Please send me an email with your account details if you accept our offer.
Thank you
Dean
We are neither misunderstanding or misdirecting.
I will reiterate that we act as agents to facilitate a process through the department of Home Affairs.
We cannot be hold responsible for errors made by the department.
I believe it is you who is misdirecting your grievances with the Department of Home Affairs towards us.
We have incurred expenses in exercising your request for your certificates and are not prepared to suffer a loss in doing so.
That being said we are prepared to offer you a partial refund of 50% as a measure of good will
Please send me an email with your account details if you accept our offer.
Thank you
Dean
Immigration Assist's reply23 Dec 2021, 10:25
Official
Dear Emmie
We are neither misunderstanding or misdirecting.
I will reiterate that we act as agents to facilitate a process through the department of Home Affairs.
We cannot be hold responsible for errors made by the department.
I believe it is you who is misdirecting your grievances with the Department of Home Affairs towards us.
We have incurred expenses in exercising your request for your certificates and are not prepared to suffer a loss in doing so.
That being said we are prepared to offer you a partial refund of 50% as a measure of good will
Please send me an email with your account details if you accept our offer.
Thank you
Dean
We are neither misunderstanding or misdirecting.
I will reiterate that we act as agents to facilitate a process through the department of Home Affairs.
We cannot be hold responsible for errors made by the department.
I believe it is you who is misdirecting your grievances with the Department of Home Affairs towards us.
We have incurred expenses in exercising your request for your certificates and are not prepared to suffer a loss in doing so.
That being said we are prepared to offer you a partial refund of 50% as a measure of good will
Please send me an email with your account details if you accept our offer.
Thank you
Dean
Immigration Assist's replyOfficial
24 Aug 2022, 18:23Please acknowledge that you accepted a refund and were refunded.
Please also acknowledge that your case at the Office of Consumer Protector of the Western Cape was dismissed by the Case officer.
Date: 04/03/2022 Time: 12:06 PM
From account number *********
From account name Business
My reference Emmie Smit refund
Recipient's reference UBC Refund
Bank Capitec bank
To account number *********xx
Amount R2 500.00
Payment date 04/03/2022
Reference number ***4/Nedbank/***
Please also acknowledge that your case at the Office of Consumer Protector of the Western Cape was dismissed by the Case officer.
Date: 04/03/2022 Time: 12:06 PM
From account number *********
From account name Business
My reference Emmie Smit refund
Recipient's reference UBC Refund
Bank Capitec bank
To account number *********xx
Amount R2 500.00
Payment date 04/03/2022
Reference number ***4/Nedbank/***
Immigration Assist's reply24 Aug 2022, 18:23
Official
Please acknowledge that you accepted a refund and were refunded.
Please also acknowledge that your case at the Office of Consumer Protector of the Western Cape was dismissed by the Case officer.
Date: 04/03/2022 Time: 12:06 PM
From account number *********
From account name Business
My reference Emmie Smit refund
Recipient's reference UBC Refund
Bank Capitec bank
To account number *********xx
Amount R2 500.00
Payment date 04/03/2022
Reference number ***4/Nedbank/***
Please also acknowledge that your case at the Office of Consumer Protector of the Western Cape was dismissed by the Case officer.
Date: 04/03/2022 Time: 12:06 PM
From account number *********
From account name Business
My reference Emmie Smit refund
Recipient's reference UBC Refund
Bank Capitec bank
To account number *********xx
Amount R2 500.00
Payment date 04/03/2022
Reference number ***4/Nedbank/***