MK
Mbalenhle K
1 reviews | Active since Aug 2022
05 Jan 2026, 12:25
Assupol Refund Delay After Policy Cancellation
am extremely disappointed with the poor service I have received from Assupol. I cancelled my policies, yet deductions are still being made from my PERSAL salary. I contacted Assupol to report this, and I was assured that a refund would be processed on the 2nd. To date, no refund has been received. What makes this situation worse is the lack of assistance when I follow up. Every time I call, I am sent from pillar to post, with no clear answers, no accountability, and no resolution. This has caused me financial inconvenience and unnecessary stress. It is unacceptable for deductions to continue after a policy has been cancelled, and even more unacceptable to promise a refund that is not honoured. I am requesting: Immediate processing of my full refund Written confirmation that all policies are cancelled Proof that no further deductions will be made from my PERSAL If this matter is not resolved urgently, I will have no choice but to escalate it further. I expect Assupol to treat its clients with professionalism and urgency.
Helpful (0)
Replies (15)0
Replies (15)
Sanlam's replyOfficial
05 Jan 2026, 12:30Good day Mbalenhle, we have received your review. Our sincerest apology for any inconvenience caused. Our feedback will be sent to your direct email, following the investigation into this matter. Regards, Assupol Complaints Manager
Sanlam's reply05 Jan 2026, 12:30
Official
Good day Mbalenhle, we have received your review. Our sincerest apology for any inconvenience caused. Our feedback will be sent to your direct email, following the investigation into this matter. Regards, Assupol Complaints Manager
MK
Mbalenhle K's updateReviewer Update
06 Jan 2026, 10:52You are taking me for a ride 24hrs later and I have not received any response from you, I called again this morning and got the same lousy response that I’ve been getting from the 12th of December.
MK
Mbalenhle K's update06 Jan 2026, 10:52
Reviewer Update
You are taking me for a ride 24hrs later and I have not received any response from you, I called again this morning and got the same lousy response that I’ve been getting from the 12th of December.
Sanlam's replyOfficial
06 Jan 2026, 11:02We note your response and escalated it to our refund management team for urgent assistance. Refunds are usually processed in 5 to 7 working days from when it is approved. For the refund on your policies, we had to wait until 2 January before it could be requested to ensure it was received by Assupol. The refunds will be paid to the same account it was deducted from.
Sanlam's reply06 Jan 2026, 11:02
Official
We note your response and escalated it to our refund management team for urgent assistance. Refunds are usually processed in 5 to 7 working days from when it is approved. For the refund on your policies, we had to wait until 2 January before it could be requested to ensure it was received by Assupol. The refunds will be paid to the same account it was deducted from.
MK
Mbalenhle K's updateReviewer Update
06 Jan 2026, 11:20Since you have no business responding on my personal email, does this confirm that the refund has been processed? The funds were deducted on my Persal so how ill you refund on my Persal?
MK
Mbalenhle K's update06 Jan 2026, 11:20
Reviewer Update
Since you have no business responding on my personal email, does this confirm that the refund has been processed? The funds were deducted on my Persal so how ill you refund on my Persal?
Sanlam's replyOfficial
06 Jan 2026, 11:26We have an Absa account number on record ending with ***7345. Is this the correct account we can refund to?
Sanlam's reply06 Jan 2026, 11:26
Official
We have an Absa account number on record ending with ***7345. Is this the correct account we can refund to?
MK
Mbalenhle K's updateReviewer Update
06 Jan 2026, 11:27No it’s not the correct account, when I app**** I had attached the bank statement for the right account which also reflects on my payslip. Capitec account,
MK
Mbalenhle K's update06 Jan 2026, 11:27
Reviewer Update
No it’s not the correct account, when I app**** I had attached the bank statement for the right account which also reflects on my payslip. Capitec account,
Sanlam's replyOfficial
06 Jan 2026, 12:10Noted, I have sent our direct e-mail detail to you to please provide us with a recent Capitec bank statement where the refunds can be paid to.
Sanlam's reply06 Jan 2026, 12:10
Official
Noted, I have sent our direct e-mail detail to you to please provide us with a recent Capitec bank statement where the refunds can be paid to.
MK
Mbalenhle K's updateReviewer Update
06 Jan 2026, 12:52I have responded to the email please advise if you have received it with the attachment.
MK
Mbalenhle K's update06 Jan 2026, 12:52
Reviewer Update
I have responded to the email please advise if you have received it with the attachment.
Sanlam's replyOfficial
06 Jan 2026, 13:00Thank you, received and sent for processing
Sanlam's reply06 Jan 2026, 13:00
Official
Thank you, received and sent for processing
MK
Mbalenhle K's updateReviewer Update
06 Jan 2026, 13:23Thank you, can you please provide me with a written email confirming that the refund has been processed, because I have been down this road before.
MK
Mbalenhle K's update06 Jan 2026, 13:23
Reviewer Update
Thank you, can you please provide me with a written email confirming that the refund has been processed, because I have been down this road before.
Sanlam's replyOfficial
06 Jan 2026, 13:24Will do
Sanlam's reply06 Jan 2026, 13:24
Official
Will do
MK
Mbalenhle K's updateReviewer Update
06 Jan 2026, 13:29Thank you for your service
MK
Mbalenhle K's update06 Jan 2026, 13:29
Reviewer Update
Thank you for your service
Sanlam's replyOfficial
06 Jan 2026, 13:32Thank you, email sent
Sanlam's reply06 Jan 2026, 13:32
Official
Thank you, email sent
MK
Mbalenhle K's updateReviewer Update
20 Jan 2026, 15:44Assupol has once again debited money from my PERSAL account after I had already cancelled the policies. Although I eventually received a refund for the December deduction, it only happened after days of constant follow-ups and frustration.Now a new amount has been deducted, and once again I am forced to fight for a refund that should never be necessary. I was explicitly told that the debit orders were cancelled, yet deductions continue.This situation is unacceptable and exhausting. Customers should not have to repeatedly chase refunds for unauthorised deductions. I expect an immediate refund of the latest amount and a final, permanent stop to all deductions.
MK
Mbalenhle K's update20 Jan 2026, 15:44
Reviewer Update
Assupol has once again debited money from my PERSAL account after I had already cancelled the policies. Although I eventually received a refund for the December deduction, it only happened after days of constant follow-ups and frustration.Now a new amount has been deducted, and once again I am forced to fight for a refund that should never be necessary. I was explicitly told that the debit orders were cancelled, yet deductions continue.This situation is unacceptable and exhausting. Customers should not have to repeatedly chase refunds for unauthorised deductions. I expect an immediate refund of the latest amount and a final, permanent stop to all deductions.
Sanlam's replyOfficial
21 Jan 2026, 06:52We note your response and added it to your current complaint with reference number C***, to which we will respond as soon as possible.
Sanlam's reply21 Jan 2026, 06:52
Official
We note your response and added it to your current complaint with reference number C***, to which we will respond as soon as possible.