I submitted a withdrawal form to Alexander Forbes. My surname has changed since I got married but is still reflecting as my old surname on my bank account. I filled in the form stating the CORRECT account holder details with my Maiden surname. I received a message from Forbes saying that my bank validation has failed and I need to phone them. I phoned and spoke to a very rude woman, Pauline. She refuses to let you finish a sentence and just talks over you.
She informs me that they captured the account details with my married surname and not my maiden surname as I had indicated on the form, so the bank rejected the payment. Now I have to run after them and send them a copy of my ID. Seriously??? You capture data incorrectly and now I'm supposed to run after you? It also turns out that if I had given the banking details for a third party you would not have requested a copy of the ID.
So you are perfectly happy to pay my claim to any account but the minute one of your incompetent staff makes an error and captures the incorrect surname it becomes my problem?
I already provided you with a signed form, with the correct account details. Fix it on your system and pay my claim.
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