1 reviews | Active since Aug 2017
Bad Customer Service: Huge Struggle getting Credit Balance paid back
I have managed to pay off and settle my Sanlam Personal Loan in March this year by means of paying regularly extra amounts into my loan account. When I realised in March that I have actually paid more off on my outstanding loan than I should have and that I have a credit balance, I sent Sanlam an email on 23 March 2021, requesting them to close my account and refund me with the credit balance. However, the only reply I got from Sanlam was an acknowledgement that my account was now closed, but no word about my credit balance they owe me. On receipt of my end of March 2021 statement, I noticed that I had a credit balance of R343.69 in my account. I immediately send Sanlam an email, dated 15 April 2021, again requesting them to pay my credit balance amount asap into my cheque account, of which the detail is still the same as on their system. However, again no reply was received! On 20 April 2021 I phoned Sanlam's Customer Care twice to sort out this problem. However, I held on for ages everytime without anybody answering my call and in the meanwhile all my airtime ran out, a total of R30 aitime gone! My attempts were all in vain! On the same day I lodged a complaint on Sanlam's official website and all I got was a meaningless email reply from them! I also got a sms from Sanlam informing me to phone their customer service, instead of them phoning me as I have requested. Again Ive tried to phone their customer service but I realised my airtime was totally finished and why should I waste airtime again on a futile call! So on 20 April I again I sent a reminder email to Sanlam, forwarding my email request dated 15 April to them and requested them to please pay back my credit balance asap, but until now I still havent received any reply from them! It seems that Sanlam does not reply to emails. Neither do they care about loyal clients, especially if they owe the client money. One thing is for sure, I will never do business with Sanlam again! Thanks to Hello Peter for being a greater voice to all the individuals suffering at the hands of big institutions, who dont give a damn for their customers!
We are mindful that the client experience was not perhaps what you expected. We are committed to change it. It is for this purpose that your case was now escalated to the relevant department for urgent attention. Note that a consultant will make direct contact with you and make sure you get the direct contact detail of the consultant. We would encourage you that all future dealings relating to this matter should be handled directly with this consultant for a more expeditious handling of your case.
We are mindful that the client experience was not perhaps what you expected. We are committed to change it. It is for this purpose that your case was now escalated to the relevant department for urgent attention. Note that a consultant will make direct contact with you and make sure you get the direct contact detail of the consultant. We would encourage you that all future dealings relating to this matter should be handled directly with this consultant for a more expeditious handling of your case.
We were informed that one of our consultants e-mailed you to advise the progress of your payment. If you have any further enquiries, please feel free to contact the consultant directly.
Kind regards,
Sanlam Client Relations
We were informed that one of our consultants e-mailed you to advise the progress of your payment. If you have any further enquiries, please feel free to contact the consultant directly.
Kind regards,
Sanlam Client Relations