No accountability or customer service from RSAWEB

I am sharing my experience to caution prospective customers about how partner discounts and customer queries are handled by RSAWEB.

On 2 December 2025, I informed RSAWEB’s sales agent via email that I am a Sanlam Reality member. On 9 December 2025, when completing the online registration process on their website, I entered my Sanlam Reality details as part of the application. My fibre service was only activated on 20 January 2026, more than a month after I had already provided my membership information.

After activation, I was advised that the Sanlam Reality discount would only apply after 30 days. This waiting period was never disclosed to me upfront as a condition affecting pricing at the time of sign-up. When I queried this, RSAWEB initially described the 30-day period as a standard condition. They later amended their explanation, stating that the 30-day rule only applies where a customer adds their membership after sign-up.

Despite this clarification, RSAWEB now maintains that their internal investigation and call recordings do not reflect that I disclosed my membership at the point of sale. This is difficult to accept, as I had already notified their sales agent via email and entered my Sanlam details during the online registration process well before activation. I requested proof of my completed online application from their system, but this has not been provided. Instead, they have re**** solely on their internal records to deny retrospective application of the discount.

From my perspective, this appears to be either an administrative oversight or a system issue. Unfortunately, the financial impact is being placed on me as the consumer, despite having provided the qualifying information before activation.

Regrettably, this issue forms part of what has been, in my experience, a series of ongoing hassles and delays since signing up with RSAWEB. At no stage have I felt that accountability has been taken for the difficulties encountered. Requests for escalation to senior management have not been accommodated, and I have found the overall customer service experience to be deeply disappointing.

At this point, I have very little confidence that this matter will be resolved fairly without external intervention. I would strongly encourage prospective customers to retain screenshots and independent proof of all online submissions, particularly where promotional or partner discounts are involved.