1 reviews | Active since Jul 2025
Failure to Respond and Provide Calculation for Maintenance Amount
I am lodging yet another complaint regarding the continued failure to respond to my correspondence and provide the information I requested regarding the decision to increase the monthly maintenance amount to R1,750.00.
I initially emailed on 25 August 2026 requesting clarity on how the amount of R1,750.00 was determined, including the assessment, calculation and/or basis used to arrive at this figure.
Having received no response, I sent a follow-up email on 11 September 2026. Despite this follow-up, I have still received no response whatsoever from the administrator handling my matter.
This is unacceptable.
I am not asking for another confirmation that the maintenance amount is R1,750.00. I am specifically requesting the calculation, assessment and reasoning used to determine this amount, particularly given that I was advised that the amount could only be increased to R1,750.00.
I am entitled to understand how this figure was arrived at, particularly when the decision directly affects the maintenance payable for my child. My request has now been outstanding since 25 August, and I have also followed up without receiving even an acknowledgement.
The lack of communication from the administrator is becoming increasingly concerning. I should not have to repeatedly follow up simply to obtain a response to a reasonable request for information. At this stage, the continued silence and lack of engagement are creating an impression that my correspondence is being disregarded.
I therefore require this matter to be escalated and for the following information to be provided:
1. The calculation used to arrive at R1,750.00. 2. The assessment and/or financial information re**** upon in determining this amount. 3. The reasons and criteria used to conclude that R1,750.00 is the maximum amount that can be paid. 4. A substantive response to my email of 25 August 2026 and follow-up of 11 September 2026. 5. An explanation for why the administrator has failed to respond to either correspondence.
Please treat this as a formal complaint and ensure that it is referred to someone who can provide a proper and substantive response.
I expect this matter to be addressed without further unnecessary delay.
We are sorry to hear of your poor client service experience. We have referred your complaint to Sanlam Trust.
Regards
Sanlam Client Care
We are sorry to hear of your poor client service experience. We have referred your complaint to Sanlam Trust.
Regards
Sanlam Client Care
I am extremely dissatisfied with the manner in which my complaint has been handled.
As I anticipated, my complaint has been referred back to the very same administrator whose failure to respond to my correspondence is the subject of my complaint.
This is not an escalation.
I contacted you because I had already emailed the administrator on 25 August 2026 requesting clarity on the calculation and assessment used to determine the maintenance amount of R1,750.00. After receiving no response, I followed up again on 11 September 2026. Once again, I received no response.
It is therefore completely inappropriate for my complaint about this lack of communication to now be referred back to the same person.
I am not interested in having this matter dealt with by the same administrator. I have already attempted to obtain answers from him and have been met with silence. I am not going to continue going back and forth with the very person whose conduct has necessitated this escalation in the first place.
I am requesting that this matter be immediately escalated to a different person with the appropriate authority to independently review and resolve my complaint.
For the avoidance of doubt, I require:
- A different administrator or senior official to take ownership of this matter.
- The calculation and assessment used to determine the R1,750.00 amount.
- A clear explanation of the basis for the decision.
- A response to my outstanding correspondence dated 25 August and 11 September.
- Confirmation of who has now been assigned to handle my complaint.
Please do not simply refer this matter back to the current administrator again. That does not resolve my complaint and does not constitute meaningful escalation.
I have been patient and have given more than sufficient opportunity for this matter to be addressed. I now expect it to be handled appropriately and independently.
Kind regards,
Dipuo
I am extremely dissatisfied with the manner in which my complaint has been handled.
As I anticipated, my complaint has been referred back to the very same administrator whose failure to respond to my correspondence is the subject of my complaint.
This is not an escalation.
I contacted you because I had already emailed the administrator on 25 August 2026 requesting clarity on the calculation and assessment used to determine the maintenance amount of R1,750.00. After receiving no response, I followed up again on 11 September 2026. Once again, I received no response.
It is therefore completely inappropriate for my complaint about this lack of communication to now be referred back to the same person.
I am not interested in having this matter dealt with by the same administrator. I have already attempted to obtain answers from him and have been met with silence. I am not going to continue going back and forth with the very person whose conduct has necessitated this escalation in the first place.
I am requesting that this matter be immediately escalated to a different person with the appropriate authority to independently review and resolve my complaint.
For the avoidance of doubt, I require:
- A different administrator or senior official to take ownership of this matter.
- The calculation and assessment used to determine the R1,750.00 amount.
- A clear explanation of the basis for the decision.
- A response to my outstanding correspondence dated 25 August and 11 September.
- Confirmation of who has now been assigned to handle my complaint.
Please do not simply refer this matter back to the current administrator again. That does not resolve my complaint and does not constitute meaningful escalation.
I have been patient and have given more than sufficient opportunity for this matter to be addressed. I now expect it to be handled appropriately and independently.
Kind regards,
Dipuo
Thank you for your feedback. As Sanlam Trust is responsible for the assessment and determination of the maintenance amount, they are best placed to address your queries and review your concerns. Your feedback has been shared with them for direct attention and response.
Regards
Sanlam Client Care
Thank you for your feedback. As Sanlam Trust is responsible for the assessment and determination of the maintenance amount, they are best placed to address your queries and review your concerns. Your feedback has been shared with them for direct attention and response.
Regards
Sanlam Client Care
We have received feedback that Sanlam Trust is in email contact with you.
Regards
Sanlam Client Care
We have received feedback that Sanlam Trust is in email contact with you.
Regards
Sanlam Client Care