Bad Service from Sanlam Loan Division

I am writing to lodge a formal complaint regarding the unacceptable handling of my loan account.

I settled this loan in full on 14 May 2026. Since making the payment, I have made every reasonable effort to cooperate with Sanlam and have repeatedly provided proof of payment to the email addresses provided to me, including your collections department and the relevant Sanlam/GoTime and DirectAccess contacts.

Despite this, I continue to receive daily calls demanding payment on a loan that has already been settled. I have repeatedly explained to your representatives that the loan was paid and that proof of payment had already been submitted.

What is even more concerning is that today, 25 August 2026, two further deductions were made from my bank account in respect of this loan, despite the loan having been paid in full on 14 May.

I find this extremely concerning and completely unacceptable. I have cooperated with your organisation throughout this matter and have supp**** the requested documentation. It is extremely disappointing that, more than three months after payment was made, Sanlam has still apparently failed to correctly allocate or recognise the payment and has continued collection activity against me.

I therefore require the following to be addressed urgently:

Please immediately investigate my account and confirm in writing that the loan was settled in full on 14 May 2026. Please stop all collection activity and telephone calls relating to this loan with immediate effect. Please investigate the two deductions made from my account today and arrange for the full amount incorrectly deducted to be refunded without delay. Please confirm that no further debit orders or deductions will be processed against my account in relation to this settled loan. Please ensure that your records are updated to reflect that the loan has been fully settled and that no outstanding balance remains. Please provide me with a written explanation as to why my proof of payment, which was submitted previously, was not acted upon and why collection activity continued for months after settlement. Please confirm that any adverse or incorrect information relating to this account will not be reported to any credit bureau. I have been extremely patient and have done everything reasonably expected of me as a customer. The fact that I have had to repeatedly prove that I paid a loan that was already settled, while continuing to receive collection calls and now having money deducted from my account twice, is unacceptable.

This experience has seriously damaged my confidence in Sanlam and in the way your customer accounts and collections processes are managed. I am extremely disappointed with the level of customer service and the lack of resolution despite my repeated attempts to cooperate.

Please treat this as a formal complaint and an urgent matter. I expect written confirmation of the investigation, the status of my account, and the refund of the amounts incorrectly deducted.

I have retained copies of my proof of payment and correspondence and can provide them again if required. I paid R115k to settle my loan, and today two deductions of R5300 were withdrawn from my account by Sanlam on a Loan that is settled. Sanlam finance department leaves a lot to be desired. The money is the account but not rooted to the relevant account