Computershare
Internal processes not followed/understood?

I have been trying for some time now to have old dividends paid out. After speaking to call centre personnel I was asked to send my new FICA related details as proof that I am the owner. This was done via my broker in Pretoria and hand delivered to Computershare in Johannesburg. Proof of receipt is available but Computershare 'lost' the documents - this was in January 2013. When nothing happened I contacted Computershare and was told that they do not have my information. I then went through another process of collating required information and sent it via registered post on 2 July 2013. After following up at various stages, I was told that my request for the dividends to be paid out is in progress. Yesterday however, I was told that Computershare ONLY updated the FICA information and 'forgot' about the outstanding dividends.

Now: Why must I as client constantly have to follow up and get different responses from call centre personnel every time? What about a short courtesy e-mail with status feedbacks? Are all my share details linked to one central account? It seems as if I and the call centre agent have to go through a fishing expedition EVERY time to locate outstanding requests?

Company: Computershare
Country: South Africa
City: Johannesburg

  <     >