Bad client care no updates over a year

To whom it may concern

I hope this message finds you well.

I am writing to follow up regarding the case of my mother, Mrs. Engela Kern. A year ago, she was contacted by Jessica Mthatya from Nomhlobo Jesica, representing Computershare. They informed her of her entitled assets derived from her employment with FirstRand Bank prior to her early retirement in 2008.

On January 30, 2025, we received the following email:

'Dear Shareholder,

FirstRand Limited

Computershare Investor Services Proprietary Limited, as an issuer agent, is helping to trace shareholders of FirstRand Limited who may have unclaimed entitlements (unclaimed dividends).

Unfortunately, I have encountered difficulties in providing the requested shareholder certificate, as it has been over two decades since my mother was employed, and the bank's records are only kept for five years due to legal requirements.

I have submitted all necessary documents to Jessica, but I have not received adequate support in resolving this situation. The response has been disappointing. Without the shareholder certificate, we have been informed that no payments can be processed, which leaves us at a standstill.

What is particularly concerning is that there has been no follow-up regarding this case for over a year. Just yesterday, I submitted the best documentation possible without receiving an acknowledgment from you.

As a claims advocate, I understand the complexities involved in these processes. However, it is disheartening to see my elderly parents struggle with these claims due to unclear procedures.

I sincerely hope that we can work together to find a solution to this problem. I look forward to your prompt response.

Thank you for your attention to this matter.

Best regards,

Jennifer Kern 070 308 4861 [Daughter Mrs. Engela Kern] Mom's is number 5912030157086