Extreme wait time

I am writing to express my extreme dissatisfaction with the service I received when attempting to update my contact number with Sanlam.

On my first call, I waited for 30 minutes to reach an agent, only to be told that they could not assist me and would need to transfer me to another department. After being transferred, I waited an additional 20 minutes before deciding to hang up due to the lack of progress.

I attempted to call again, but after another 30 minutes of waiting, I gave up entirely. This was all in an effort to complete a very simple request: updating my contact number so that I could receive my OTP and access the Sanlam app. It is unacceptable that such a basic update requires excessive waiting times and multiple transfers without resolution. The inefficiency and lack of support I experienced have left me extremely dissatisfied and questioning the reliability of Sanlam’s customer service.

I urge Sanlam to review its processes and improve the accessibility of basic account services, as customers should not have to endure such frustration for something so straightforward.