Dear Portfolio Committee on Employment and Labour,

I hope this email finds you well.

I understand that as the Commissioner of the Unemployment Insurance Fund, you are extremely busy, however, in your busy schedule and line of work, you should be able to spare some time for the public. Especially in the department that you are a Commissioner for. This department is used by people that have unfortunately lost work or are currently out of work, and are in dire need of the funds that are deducted without fail on a monthly basis while employed.

It is with utter disgust that I have to write to you for your department’s beyond atrocious service and management. I do not know how often your department does a Customer Service audit, however, with the nature of work that the Alteram call centre does, they need a frequent CS audit. They are so vile and insensitive, they have become so autopilot that they are always ready to finish the call after just picking it up. I can confidently say that this department is the worst public service department, I have ever encountered. They deal with people like myself, who have unfortunately been retrenched, so carelessly.

I started working in 2014, and I have never had to claim for unemployment benefits in this 10 years. The first time I applied for this benefit was around the 3rd of April. I was immediately locked out of my account (which I had never even had before), and I was asked to unlock it by uploading my correct identification information. I was told this would take 20 - 30 working days, which was pathetic considering that this department fraudulently accepted someone else’s details, a person who was pretending to be me. I was taken from pillar to post, without anyone being honest but everyone being impatient and rude. After speaking to a Team Leader by the name of Bagezile Langa, she eventually escalated the matter and my account was unlocked. Which meant that I could only start my claim 14 days late. I was retrenched on 15 March and I was not going to receive a salary at the end of April, so you can imagine my frustration and panic. Little did I know that the rollercoaster was just about to begin. I was constantly told to be “patient” because there’s a backlog of claims. Or when I tell them that everyone that was retrenched with me had received their funds, I would be reminded how “unlucky” I am and needed to just wait.

This has mentally, physically and emotionally damaged me, as I have 2 children who depend on me for everything. I do not understand why anyone would think that R14 000 from the 4th of June would be sufficient for someone that has a backlog of debt and school fees. My children have run out of food and are not able to go to school because I don’t even have money for petrol. My savings have completely gone dry and I’ll faced with so much difficulties. I was told to submit my payment continuation on the 1st of July, and I did that. It is not the 17th of July and I have not received the payment. The amount I am waiting for may be a very small percentage to your salary but it is mine and I have every right to it. The call centre’s turnaround time contradicts the turnaround time from the SMSes that I receive from the Labour Department. I will attach the screenshots. I am constantly told that it takes 7 - 15 working days for payment, yet the SMS says 7 working days. You cannot be playing with people like this. It is terrible!! I’ve asked countless times where I can find the 7 - 15 days information and I am told that it is back office information. Is that even ethical or is that call centre running a zoo? They keep telling me to wait and that the SMS system is incorrect and has not been updated since 2010. Now who’s fault is that? Who needs to correctly update your contradicting communication channels?

I really hope you or anyone CC’d will take the time to actually read this email and do something about it. Even though I believe that most of you have been so accustomed to dealing with these issues and you’ve grown a “thick” skin. Well, I believe in a God that is just and one day each insensitive person will get a taste of their own medicine.

Kindest Regards,
Ayanda Nombembe