DON'T GO WITH SANLAM REALITY. THEY TAKE YOUR MONEY AND NEVER KEEP TO THEIR WORD

If I could give Sanlam Reality a minus star rating I would. They do not even deserve a 1 star!

On 8 September 2020 I called in to Sanlam Reality and enquired what the process was to cancel my loyalty program. I was advised that a one month's notice period applies and that I may incur one last debit. I also notified them that the cancellation must only go through once my gym debit would go off as my gym fee was discounted because of the Sanlam Reality package I was on. Long story short, In October Planet Fitness advised Sanlam Reality via email that no further debits would be deducted after my last debit in September. Rose from Sanlam Reality's cancellation department notified me thereafter (upon my second cancellation request because we put the first request on hold) that I will be liable for one month's debit due to the month's notice I had to serve. We agreed that I will pay the last debit to Sanlam Reality. Based on Planet Fitness's email confirmation that no more debits will go off, I cancelled the Sanlam Reality program and ended up paying a gym fee of under R500. My total gym debits were under R150 whilst under the loyalty program.

I was dealing with Oscar from Sanlam Reality as the liaison throughout the process. He mentioned not once but twice that if there is an error or money owing to me, he would ensure that I am refunded for the amount. He did not keep to his word. Upon contacting Oscar to investigate why I paid such a high gym fee, his response was that it was part of the gyms one month notice policy and was out of Sanlam Reality's hand. Planet Fitness had also then confirmed to me that it was because I no longer had an active Sanlam Reality account, my gym fee defaulted to the normal gym fee which was higher.

My problem is this: 1. No accountability was held that Planet Fitness sent an email in September 2020 confirming no further debits will apply to me from October onwards. 2. Sanlam Reality confirmed on email and on telephone that I will incur one last Sanlam Reality debit for the month of October and this never went through.

As a result: 1. Planet Fitness had charged me under R500 for a gym fee that was never meant to go off. Their response to this was that: I was liable for one last debit and the amount was significantly higher than normal because I did not have a loyalty program in place - totally ignoring and not taking accountability of the confirmation email sent that no additional debits will apply.

2. Sanlam Reality did not have an answer as to why the loyal program fell away and no last debit was charged to me as confirmed before. Resulting in me paying higher gym fees.

Sanlam Reality has been debiting clients throughout the entire hard lockdown of 2020 which the President has effected. This meant that members were paying for benefits on a loyalty program which could not be used as most of these industries were forced to be closed. Benefits such as: flights, movies and entertainment services.

Sanlam Reality so much as pocketed all of our monies. Failed to keep to their commitment of charging me one last debit which significantly impacted my gym fee. Failed to keep to their word of refunding me money WHICH WAS ALL CAUSED AS A RESULT OF THEIR negligence and incompetence and inefficiencies.

Don't support this program as the program seeks to take money away from you and not accept any accountability.