Complaint: Delay in Cancellation of Tax-Free Savings Policy ***X9

Good day,

I am writing to formally lodge a complaint regarding the non-cancellation of my Tax-Free Savings policy, policy number ***X9.

I made contact with Ms. Debora Faria regarding the cancellation of the above-mentioned policy, and thereafter duly completed and submitted the application for full cancellation. The required documentation was emailed to *** on 23 January 2026.

Despite this, the policy remains active to date, and I have received no feedback, confirmation, or communication regarding the status of my request. This lack of response is concerning and unacceptable.

I have also attempted to follow up telephonically through the call centre, where I am consistently placed on hold for extended periods without resolution or clear guidance on the progress of my request.

I respectfully request:

Immediate confirmation of receipt of my cancellation application

An update on why the policy has not yet been cancelled

Urgent finalisation of the cancellation process

Please treat this matter with the urgency it deserves, as the delay is causing unnecessary frustration.

I look forward to your prompt response and resolution.

Kind regards,

Thulani Mkrola ID Number: ***