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Ashley L

1 reviews | Active since Apr 2026

01 Apr 2026, 16:05

Mislead/failed Communication/With holding Claim

I am extremely disappointed with the service I have received from Liberty regarding my provident fund withdrawal.

I submitted my withdrawal claim before the transition of the fund to Sanlam and provided all required documentation as requested. Thereafter, I received both email and telephonic confirmation that my claim had been processed and that payment would be made on or around 27 March 2026.

However, I have now been informed that my withdrawal has been placed on hold due to the transition to Sanlam. I was further advised that if the transfer proceeds, I may not be able to access my funds as originally requested.

This is completely unacceptable.

I acted in good faith, comp**** with all requirements, and re**** on Liberty’s confirmed payout date. The delay is due to internal administrative changes, which are beyond my control, yet I am the one being negatively affected.

This situation has caused serious financial hardship to me and my family, as I made financial commitments based on the confirmed payment date.

I have now escalated this matter to the Financial Sector Conduct Authority (FSCA) and am in the process of lodging a formal complaint with the Pension Funds Adjudicator due to maladministration and financial prejudice.

Liberty needs to take accountability and urgently resolve this matter by honouring the confirmed withdrawal and making payment without further delay.

I would strongly caution others regarding this experience.

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Replies (1)
AL
Ashley L's update02 Apr 2026, 09:42
Reviewer Update
Thank you for your response.While I acknowledge that the matter is now under investigation, I must express my concern regarding the continued delays and lack of urgency. This is a matter that was already confirmed for payment on 27 March 2026, and should not still be at an investigation stage.The delay is causing ongoing financial hardship to me and my family, as I re**** on the confirmed payout date. I also note that I was previously promised a manager callback, which never materialised.Kindly provide me with a clear timeline for the completion of this investigation, as well as a firm payment date. This matter cannot continue to be delayed due to internal processes.As previously advised, this matter has already been escalated to the FSCA and the Pension Funds Adjudicator, and I will continue to pursue these avenues should it not be resolved urgently.I request immediate and direct feedback.