Delayed payout to client - zero communication, no answer to follow-ups

Timeline of events:

1. We submitted a divorce pension preserver claim for a client early November 2024. According to the court documents the preserver must be settled in 60 days from divorce date which was 30 October 2024.

2. On the 19th of December my office enquired about the process. We were told that the tax directive was app**** for. (This was a lie which will be expanded on below).

3. On 6 January 2025 your call centre indicated that the tax directive can only be app**** for after payout. This is not even procedurally correct and thus another lie.

4. After getting hold of Mpolokeng Mathinya who assisted us. She confirmed the tax directive was never app**** for and requested changes to the form.

5. Form was submitted on 30th of January 2025. It takes max 10 days to get a tax directive for these payouts.

6. My client has followed up directly numerous times and so have my office. Mpolokeng does not reply to emails. Mpolokeng's direct number only rings and the call centre does not answer. Neither does your Carltonville, Klerksdorp and other offices, no answer.

7. We will be writing to the risk committee chairman.