Formal Complaint Regarding Incorrect Collection Action and Lack of Response

I am writing to formally lodge a complaint regarding the handling of my personal loan account.

My monthly debit order was due to be deducted on 26 May 2026. There were sufficient funds available in my bank account to cover the instalment; however, the debit order was not processed.

Concerned about the missed payment, I contacted Sanlam Customer Care via email on 30 May 2026 to bring the matter to your attention and seek assistance. To date, I have not received any response to my email.

On 1 June 2026, I spoke to one of your consultants, who advised me that Sanlam would continue tracking my account until Friday, 5 June 2026, in an attempt to collect the outstanding instalment. Based on this discussion, I understood that the matter remained under Sanlam's control and was still being addressed internally.

I was therefore shocked and extremely upset to receive communication from Hammond Pole regarding collection of this amount. It is unacceptable that my account has been referred for collection when:

• There were sufficient funds available for the debit order. • I proactively contacted Customer Care on 30 May 2026 to report the issue. • I received no response to my email. • I was advised by your consultant that the account would continue to be tracked until 5 June 2026.

This situation has caused unnecessary stress, inconvenience, and concern regarding the potential impact on my credit profile and reputation.

I have acted in good faith throughout this process and have made every effort to resolve the matter promptly. I am deeply disappointed by the lack of communication from Customer Care and the decision to escalate the matter to collections despite my attempts to engage with Sanlam directly.

I trust that this complaint will receive urgent attention and that I will receive a written response as soon as possible.

Regards Tanya