Useless Communication unhelpful and no. Carw

On the 20th I sent an email to surrender my policy no one advised me that the amount would need to be taxed which I have no issue with but I was told 15 days to receive the funds and now I am told that the cannot tell me when I will receive my funds i have to keep emailing them as they take forever to answer their phones. Lack of communication and no care why will we surrender if we don't need the funds now they cannot advise how long it will take. But why didn't they advise that they still need to send the info to SARS and then they can't advise on a payment date when the cash is needed ASAP.

I had to keep emailing them before they had confirmed a week later that they had received my documents.