Customer Support Complaint

I am writing to express my extreme dissatisfaction with the ongoing and unacceptable delay in the submission of my Retirement Offset Tax (ROT) certificates to the South African Revenue Service (SARS).

I was retrenched in February 2020, and my sizable pension and provident funds were subsequently transferred to your organization. Since then, I have made numerous attempts to resolve this matter through various channels, including telephone, email, and online platforms.

Despite repeated assurances and promises of resolution, I have endured a year-long ordeal marked by incompetence and negligence on Sanlam’s part. The recent provision of the ROT certificate is far too late and has resulted in a financial penalty imposed by SARS.

I demand immediate investigation into this matter and the subsequent financial loss incurred due to Sanlam's gross negligence, and I expect a formal apology.