Atrocious service received from Sanlam

Hi all, about two years ago I requested Sanlam to increase my monthly contributions to my Retirement Annuity, this they messed up big time and only solved my issue after I posted my frustration on Hello Peter. The lady who handled my case in the complaints department was absolutely fantastic!

I recently asked them to reduce my monthly contribution before the next Debit Order date, guess what, they messed-up this request as well (one would have thought that they learnt from my previous case???) They did not process my request intime which meant that the debit order still processed the higher monthly contribution. They confirmed after I complained again that the new debit order will process the the new premium as per my request (The lady who did the correction was awesome!) So now I am waiting for my REFUND...Here is the kicker....On the 7th of June I received an email advising me that I have to wait 25days (because the bank might not process the new debit order) before they will reimburse the excess funds which they took from my account because of their incompetence!!! I responded to them in writing that I will not wait for my money and requested that someone senior calls me. Guess what....Someone Senior must be travelling abroad because I am still waiting for someone to call me!!! Today is 20 June and I am still waiting!!!