My wife went on pension end of October. Since then we have problems with getting GEMS to refund money. The most recent incident: We informed them to remove two members from the profile. We sent a signed letter as requested. For two months after that they still didn't action the instruction. They finally corrected the profile and had to re-imburse us to the tune of - R 4 000.00. Six weeks ago we were informed that it would take - 21 working days for the process to run its course. On the 29/11 I managed to speak to Yvonne, a supervisor, who assured me that she has personally processed the payment, it will be in our account on the 3rd December. I must call on the 4th December if there is a problem. The money wasn't in the account. I called, Yvonne was off for the day. I was transferred to Frazer who said that they only make payments of Fridays, so Yvonne gave me incorrect information. He assured me that the money will be in the account on Friday, 6 December. Well, today is Friday 6 December, no money has been transferred to our account. I called to speak to Frazer, he is off. I spoke to Ryan, who transferred me to Lana, his supervisor. Lana says the money will be in the account on Monday. She, in turn says that Frazer gave me incorrect information about the day on which they payout.
I find this totally unacceptable and very much in poor form from GEMS. I mentioned to Lana, that nobody accepts responsibility. They all blaming each other or the system.
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