Beneficiary funds

Sanlam Trust

Complaint:

I am lodging this formal complaint regarding the unacceptable and unprofessional handling of my query by Sanlam Trust regarding the termination process of my daughter Keabetswe Thipe’s beneficiary account.

I contacted Sanlam multiple times explaining that Keabetswe has left home and is currently unreachable. She does not have an ID, a bank account, or proof of residence. I have shared my situation—being a single mother of four, unemployed, living with a spinal injury, and trying my best to assist my daughter to get help and return to school or rehab.

Despite this, Sanlam Trust ignored the severity of my request and continued to send me automated responses or irrelevant replies. Most recently, I received an email stating that Keabetswe herself has submitted all required documents—including a signed form, certified ID copy, and a 3-month bank statement.

This is deeply alarming since I have not seen or heard from her, and she is not in a stable enough state to independently handle this kind of matter. No one at Sanlam has verified this claim or reached out to me directly for clarification, despite me being the one who has been the guardian managing her account up to now.

My urgent request for the matter to be escalated to someone responsible has been ignored, and my emails have not been treated with the seriousness they deserve.

This is a complete breach of duty of care and a potential failure in the verification of sensitive financial procedures involving a vulnerable young person.

If I do not receive immediate intervention and accountability from Sanlam Trust, I will pursue this further with the relevant ombudsman and regulatory bodies.

I demand a response and action within 48 hours.