Sanlam Thembokwezi

Formal Complaint: Alleged *****ulent and Unauthorised Sanlam Policy – Urgent Investigation Required

RE: Formal Complaint: Alleged *****ulent and Unauthorised Sanlam Policy – Urgent Investigation Required Good Day SANLAM I am writing to lodge a formal and serious complaint regarding an alleged unauthorised policy that appears to have been taken out in my name without my knowledge or consent. On 17 August, at approximately 14:06, I was at Themokwezi Plaza/Mall running errands when I was approached by one of your Sanlam consultants. I was invited into the office to supposedly review and update my existing policies and ensure that everything was in order. I agreed and was directed to an African female consultant who assisted me. I understand that her name may be Amanda Mlambo, although I request that Sanlam confirm the identity of the consultant who assisted me on that day. Yesterday, when I received my payslip from HR, I discovered a new deduction of R724.46 for a Sanlam policy. I want to state categorically that I did not apply for, request, authorise, or consent to this policy. What is even more concerning is that it appears that the contact number linked to this policy was changed to ***, which is not my telephone number. This raises extremely serious concerns that my personal information may have been altered without my knowledge in order for another person to receive the OTP or verification required to process and approve the policy. If this is confirmed, the conduct is not merely ********* and unacceptable; it may constitute *****, misrepresentation, identity misuse and serious misconduct. I am deeply disturbed by the apparent lengths to which one of your representatives may have gone to create a policy in my name without my knowledge or consent. This raises serious questions about the safety and security of my personal information and existing policies held with Sanlam. I am particularly concerned about the following: Who authorised the creation of this policy? What documentation, consent or verification was used to process it? Why was a telephone number that does not belong to me linked to my policy? Who received the OTP or verification messages used to approve this transaction? Was the consultant who assisted me involved in changing my contact details and processing this policy? How many other clients may potentially have been subjected to similar conduct without being aware of it? If a consultant is able to create policies and alter client contact information without the client's knowledge, this represents a serious failure of internal controls and creates a significant risk to clients. I therefore demand the following as a matter of urgency: The immediate cancellation of the unauthorised policy, without any financial penalty or prejudice to me. A full refund of the R724.46 deducted from my salary, as I did not authorise this policy or deduction. An urgent and thorough investigation into the consultant who assisted me on 17 August and into the circumstances surrounding the creation of this policy. Confirmation of who changed or captured the telephone number ***on my profile and when this was done. Copies of all documentation, recordings, electronic consent, OTP records, audit trails and any other information used to create and approve this policy. Confirmation that my existing Sanlam policies, personal details and beneficiary information have been reviewed to ensure that no other unauthorised changes have been made. A written explanation of the outcome of Sanlam's investigation and the action that will be taken against any person found to have acted ********ly or *********ly. The Policy number is: IP***5. I expect this matter to be treated with the seriousness and urgency it deserves. I will not accept responsibility for a policy that I did not request or authorise, nor will I accept any financial loss arising from the actions of a Sanlam representative. Should this matter not be addressed satisfactorily and urgently, I reserve my right to escalate the complaint to the relevant regulatory and dispute-resolution bodies and to take any further steps necessary to protect my rights and personal information. I require urgent written confirmation that the unauthorised policy has been cancelled, that the deduction will be refunded, and that a formal investigation has been initiated. I expect a prompt and substantive response.