Title: Urgent: Failure to Process Required Estate Documentation – Repeated Non-Response and Administrative Delays

Complaint:

I am the duly appointed Executor of a deceased estate. On 12 February 2026, I submitted specific forms to Impaq that require completion, confirmation of learner information, stamping, and return to me. These documents are required to access educator benefits for minor children in order to facilitate payment of their annual tuition fees.

Since 12 February, I have followed up five times.

Each time, I receive unrelated responses:

Instructions on how to register the children (already completed at the outset)

Information about exam centres

Lists of invigilators

General registration guidance

At no point have the submitted forms been completed, stamped, or returned.

Today, I was informed that Impaq “cannot carry out this request” and was again asked to register the children — despite the fact that they are already registered and the matter at hand relates only to completion of documentation.

It appears that:

Emails are not being properly read

Attachments are not being opened

The specific request is not being addressed

Staff are responding with standard templates rather than engaging with the actual issue

This delay is not a minor administrative inconvenience. It has serious consequences:

Minor children are falling behind with their academic progress

Annual tuition fees cannot be processed

Educator death benefits remain delayed

The surviving parent/guardian is experiencing financial strain

Utility payments and essential living expenses are being affected

The finalisation of the deceased estate is being delayed

This matter requires escalation to a senior person with decision-making authority who can review the correspondence trail and resolve what is, in reality, a simple administrative request.

I request urgent intervention and direct communication from management to ensure these documents are processed without further delay.