Complaint

Mrs Msimang took out a policy with Sanlam policy numbers ***5 and ***6 in 1995, she was loyal with premium payments all these year.Last year without her consent changes were made to her policy and extra policy that is a debit for reality policy were made that she never she signed for nor an agent spoke to her, she does not know anything about it. Since last year September/ October she has tried to contact both Sanlam and Reality to get answers, thus farbno assistance has she been given, instead she's moved from pillar to post.Her last visit at Sanlam Pietermaritzburg branch was on the 25th of June 2015 still no tangible answers, she was then been told that they debited prremiums for the 12 premiums without arranging with her she also told one of her policies has lapsed and needs to make a payment of R255 to re-instated that she did. After the payment she was now told 12 premiums have been deducted again without her consent. This is confusing different stories for every visit, and I mean policies are supposed to take only 30 % of an income, this is an elderly receiving pension . Is this how consumers are handled? Especially elderly loyal consumers?