A half baked financial institution who disregard the client with silence and empty promises

I am writing to formally document a deeply concerning experience regarding my recent attempts to procure additional shares through Computershare. This letter serves as a record of a month-long series of administrative failures, unprofessional conduct, and an eventual financial discrepancy that remains unresolved.

Timeline of Events:

29 December 2025: I deposited funds into the designated Computershare account, following the same procedure successfully utilized in May 2025.

31 December 2025: Upon contacting the call center, I was informed that no payment was reflecting, despite the transfer being complete.

13 January 2026 9h16: I spoke with a consultant (UA) who was dismissive and argumentative. Despite my existing account, I was erroneously instructed to "register" as a new user.

13 January 2026 10h02 I rep**** to UA and asked, what must I register for as I already have a account and want to purchase additional shares. UA ignored my email and never rep****.

14 January 2026 10h28 I sent a additonal email sent to call center and to complaints, asking why no replies are being received.

14 January 2026 13h16 Mosele Letsoalo sent a email to me and apologised for the delay, asked for a shareholder number to assist. Told me I am welcome to lodge a complaint and gave me the details

16 January 2026 I received a relative generic email from GP who supp**** a list of forms to complete. Told me I am welcome to lodge a complaint and gave me the details regarding the poor service.

On 30 January 2026 Tasneem sent a email to me, noted she has aksed the call center to make contact with me.

30 January 2026 I received and had a telephonic conversation with Masunglo, who advised me that Computershare does not have required forms for me to complete a purchase. List of forms supp**** was supp****.

On 3 February 2026 I submitted all documents requested.

Later on 3 February 2026 Masunglo Maswanganyi acknowledge the documents has been received and forwarded it to the relevant department.

And then nothing again.

So then on the afternoon of 6 February 2026 I then phoned the telephonic complaints number supp****. I expected a independant entity, however I was greeted by a staff member of Computershare. I wanted to believe that I my complaint would receive merit. The person listened and noted she is on the case and someone is going to call.

7 February 2026: Without any prior communication or explanation, my deposit was refunded. However, the refund was incomplete, failing to match the original sum deposited.

Core Concerns:

The service I have received is, in my opinion, a significant departure from acceptable industry standards. My concerns are rooted in three specific areas:

Administrative Incompetence: For over a month, multiple staff members provided conflicting information, ignored correspondence, and failed to facilitate a standard share purchase for an existing account holder.

Lack of Accountability: The "independent" complaints process resulted in empty promises and a lack of follow-through, suggesting a systemic disregard for client interests.

Financial Irregularity: To hold a client's funds for over 30 days, fail to execute the requested transaction, and then return only a partial amount of the original deposit is professionally and ethically indefensible.

I am sharing this experience to warn the broader investment community of the risks associated with this level of service. I expect a full explanation regarding the missing portion of my deposit and a formal apology for the gross mismanagement of my portfolio.

Stay away from Computershare