Disappointing customer service

As a loyal Sanlam client of over 25 years, I am highly frustrated with the dismally poor service from Sanlam in my recent loan application process. After explaining that I have interest in taking up the Sanlam loan application available to me (which I was informed off by SMS). After taking time off from work to go through to the Sanlam offices in person and liaise with the relevant personnel, I proceeded to go through the application process. After some time later, I was transferred to the credit assessment department via telecom and spoke to a lady called Hakina (during which the call cut). There was no call back thereafter, even after I waited for quite a while for a courtesy follow-up call. After none was forthcoming, I proceeded to callback on the Sanlam customer client line and got reconnected to another customer liaison officer (Xolani) from the credit assessment department.

Despite explaining the fact that I have a balloon payment left as part of my Vehicle Asset Finance settlement in full and final settlement of my vehicle finance department, both the Sanlam customer liaison officers failed to understand that my vehicle balloon payment is not a monthly instalment. They proceeded to calculate the monthly costs at R299 K per month, which I continued to explain was not a regular monthly payment /installment. They then proceeded to decline my application based on the addition of R280K which I explained was in the process of being settled by the end of this month.

To add to my frustration, I was told that they cannot even connect me to a Sanlam manager who could hear and address my concerns.

I find the service so appalling that I am even considering discontinuing my Sanlam policy and Sanlam Reality Club services given the appalling customer service I received from Sanlam.