mM
mpho M
1 reviews | Active since Jan 2017
26 Jul 2021, 10:31
HORRIBLE HORRIBLE CUSTOMERS SERVICE.
I have 2 funeral policies with Sanlam Sky. Both policies are currently canceled. I have been communicating with them since June after I received an email notifying me that my policies will be canceled as I was behind by 2 months. I called and spoke to them to which they advised that on their system it shows they last received premiums end of Mar. I told them the April premiums were deducted from my bank acc and they should deduct for end of May I have funds in my acc I don't know why they did not deduct. I called them again to find out why they have not deducted premiums for June. Was advised they will do a follow up. On the 7 of July I received an email notifying me my Policies are canceled. I was advised to provide proof of payment for the month of April and after they confirm receiving them and allocating fund I should make payment for May and June. I sent throug the statement and received an acknowledging email of recival of Statements on the 11 of July. They had said they will get back to me in 5 working days. I waited 10 day and called them the consultants confirmed that they received the statements but the premiums are not allocated to which I was eventually transferred to Premiums after speaking to 7 consultants. Premiums told me they cannot allocate the premiums and they will escalate to credit control by email and get back to me. This was last week Wednesday or Thursday Morning. Today I have been on the phone since 9am trying to communicate with premiums with no luck. I get through and their line is bad but they never call back. My biggest concern which I made known to Them a last week is that should this month fall through it will be an issue for them to assist me as 3 months will be in arrears and I have been paying these policies for years for me to start from scratch because they did not deduct and allocate my funds. I am frustrated because I am using my airtime and my time to sort this out but no one is coming to the party to actually assist me and get this resolved.
Helpful (0)
Replies (14)0
Replies (14)
Sanlam's replyOfficial
26 Jul 2021, 10:34Dear Mpho
We acknowledge receipt of your complaint. Your matter was escalated to the relevant department for further investigation.
Kind regards
Sanlam Client Relations
We acknowledge receipt of your complaint. Your matter was escalated to the relevant department for further investigation.
Kind regards
Sanlam Client Relations
Sanlam's reply26 Jul 2021, 10:34
Official
Dear Mpho
We acknowledge receipt of your complaint. Your matter was escalated to the relevant department for further investigation.
Kind regards
Sanlam Client Relations
We acknowledge receipt of your complaint. Your matter was escalated to the relevant department for further investigation.
Kind regards
Sanlam Client Relations
Sanlam's replyOfficial
26 Jul 2021, 16:19Dear Mpho
Sanlam Sky has tried to make telephonic contact with you to resolve the matter, but was unable to get hold of you.
Please let us know when is a suitable time to call you again.
Thank you and stay.
Client Relations
Sanlam Sky has tried to make telephonic contact with you to resolve the matter, but was unable to get hold of you.
Please let us know when is a suitable time to call you again.
Thank you and stay.
Client Relations
Sanlam's reply26 Jul 2021, 16:19
Official
Dear Mpho
Sanlam Sky has tried to make telephonic contact with you to resolve the matter, but was unable to get hold of you.
Please let us know when is a suitable time to call you again.
Thank you and stay.
Client Relations
Sanlam Sky has tried to make telephonic contact with you to resolve the matter, but was unable to get hold of you.
Please let us know when is a suitable time to call you again.
Thank you and stay.
Client Relations
mM
mpho M's updateReviewer Update
26 Jul 2021, 17:36Sadly I did not receive any miss calls or notifications of tour call. I am available 24/7 on my phone. Hope to hear from you soon
mM
mpho M's update26 Jul 2021, 17:36
Reviewer Update
Sadly I did not receive any miss calls or notifications of tour call. I am available 24/7 on my phone. Hope to hear from you soon
Sanlam's replyOfficial
27 Jul 2021, 08:37Dear Mpho
Thank you for your reply.
Sanlam Sky will be in contact with you shortly.
Please stay safe.
Kind regards
Client Relations
Thank you for your reply.
Sanlam Sky will be in contact with you shortly.
Please stay safe.
Kind regards
Client Relations
Sanlam's reply27 Jul 2021, 08:37
Official
Dear Mpho
Thank you for your reply.
Sanlam Sky will be in contact with you shortly.
Please stay safe.
Kind regards
Client Relations
Thank you for your reply.
Sanlam Sky will be in contact with you shortly.
Please stay safe.
Kind regards
Client Relations
mM
mpho M's updateReviewer Update
28 Jul 2021, 08:09It is quite disappointing that you respond so quickly this side and promise to get someone to call me so that we can get the matter resolved . But 2 days later no call from your side. Shows just how less you think of your clients. It is quite upsetting as I feel that Sanlam is doing this to pass time so that they can say sorry we can't do anything for you at a later stage. That time I have been paying premium for all these years. That will be my money down the drain. A lot of people did say that you guys are A BIG ****!!! I was to blind to see but now I regret ever trusting Sanlam like that.
mM
mpho M's update28 Jul 2021, 08:09
Reviewer Update
It is quite disappointing that you respond so quickly this side and promise to get someone to call me so that we can get the matter resolved . But 2 days later no call from your side. Shows just how less you think of your clients. It is quite upsetting as I feel that Sanlam is doing this to pass time so that they can say sorry we can't do anything for you at a later stage. That time I have been paying premium for all these years. That will be my money down the drain. A lot of people did say that you guys are A BIG ****!!! I was to blind to see but now I regret ever trusting Sanlam like that.
Sanlam's replyOfficial
28 Jul 2021, 08:35Good morning Mpho
We apologise for the delay in contacting you and this is not the type of service Sanlam wants to provide to our clients.
We will therefore ensure that a consultant makes telephonic contact with you as soon as possible.
Please stay safe.
Kind regards
Client Relations
We apologise for the delay in contacting you and this is not the type of service Sanlam wants to provide to our clients.
We will therefore ensure that a consultant makes telephonic contact with you as soon as possible.
Please stay safe.
Kind regards
Client Relations
Sanlam's reply28 Jul 2021, 08:35
Official
Good morning Mpho
We apologise for the delay in contacting you and this is not the type of service Sanlam wants to provide to our clients.
We will therefore ensure that a consultant makes telephonic contact with you as soon as possible.
Please stay safe.
Kind regards
Client Relations
We apologise for the delay in contacting you and this is not the type of service Sanlam wants to provide to our clients.
We will therefore ensure that a consultant makes telephonic contact with you as soon as possible.
Please stay safe.
Kind regards
Client Relations
Sanlam's replyOfficial
29 Jul 2021, 08:38Good morning Mpho
We have been informed that a consultant made contact with you to resolve the matter.
We will therefore close the matter on this platform and encourage you to make contact with the consultant.
Thank you for referring the matter to our office.
Please stay safe.
Kind regards
Client Relations
We have been informed that a consultant made contact with you to resolve the matter.
We will therefore close the matter on this platform and encourage you to make contact with the consultant.
Thank you for referring the matter to our office.
Please stay safe.
Kind regards
Client Relations
Sanlam's reply29 Jul 2021, 08:38
Official
Good morning Mpho
We have been informed that a consultant made contact with you to resolve the matter.
We will therefore close the matter on this platform and encourage you to make contact with the consultant.
Thank you for referring the matter to our office.
Please stay safe.
Kind regards
Client Relations
We have been informed that a consultant made contact with you to resolve the matter.
We will therefore close the matter on this platform and encourage you to make contact with the consultant.
Thank you for referring the matter to our office.
Please stay safe.
Kind regards
Client Relations
mM
mpho M's updateReviewer Update
29 Jul 2021, 09:41Unfortunately I don't think we are at the point where we can close the matter in this platform as yet. Yes a consultant did contact me but she did not say much to me to give me assurity that she is working hard to resolve my matter. It came across as She called just to brush the matter under the carpet exactly what you are currently doing. You cannot call someone who is in distress and frustrated and tell them it will take 10 working days to resolve the issue. I have worked in customer service and I personally know that I could resolve an issue in 2 hours tops and issue that could take months should you find yourself being assisted by someone who does not care about the frustration of their client. Even worse I requested she gives me a call today to which she agreed but later on sent an email that she is on leave. Unfortunately I am not confident in the consultant who contacted me or in the fact that you guys are doing everything to resolve the matter at hand.
mM
mpho M's update29 Jul 2021, 09:41
Reviewer Update
Unfortunately I don't think we are at the point where we can close the matter in this platform as yet. Yes a consultant did contact me but she did not say much to me to give me assurity that she is working hard to resolve my matter. It came across as She called just to brush the matter under the carpet exactly what you are currently doing. You cannot call someone who is in distress and frustrated and tell them it will take 10 working days to resolve the issue. I have worked in customer service and I personally know that I could resolve an issue in 2 hours tops and issue that could take months should you find yourself being assisted by someone who does not care about the frustration of their client. Even worse I requested she gives me a call today to which she agreed but later on sent an email that she is on leave. Unfortunately I am not confident in the consultant who contacted me or in the fact that you guys are doing everything to resolve the matter at hand.
mM
mpho M's updateReviewer Update
29 Jul 2021, 09:45To be honest with you.I don't understand what can be so hard about allocating premiums if you already have proof of payment.and just how she told how she still needs to investigate if the premiums were paid. After every one I have spoken to did confirm that they received and can see the statements. Unfa She did not come across as a Sincere person.
mM
mpho M's update29 Jul 2021, 09:45
Reviewer Update
To be honest with you.I don't understand what can be so hard about allocating premiums if you already have proof of payment.and just how she told how she still needs to investigate if the premiums were paid. After every one I have spoken to did confirm that they received and can see the statements. Unfa She did not come across as a Sincere person.
Sanlam's replyOfficial
29 Jul 2021, 10:48Dear Mpho
We take note of your comments and understand your frustration.
It is for this reason we have escalated the matter for urgent attention.
Their office will ensure that the matter is finalised as soon as possible.
Kind regards
Client Relations
We take note of your comments and understand your frustration.
It is for this reason we have escalated the matter for urgent attention.
Their office will ensure that the matter is finalised as soon as possible.
Kind regards
Client Relations
Sanlam's reply29 Jul 2021, 10:48
Official
Dear Mpho
We take note of your comments and understand your frustration.
It is for this reason we have escalated the matter for urgent attention.
Their office will ensure that the matter is finalised as soon as possible.
Kind regards
Client Relations
We take note of your comments and understand your frustration.
It is for this reason we have escalated the matter for urgent attention.
Their office will ensure that the matter is finalised as soon as possible.
Kind regards
Client Relations
mM
mpho M's updateReviewer Update
29 Jul 2021, 10:53I am hoping for that as well then will be ok with closing the matter on this platform.until then I am still your unhappy client.
mM
mpho M's update29 Jul 2021, 10:53
Reviewer Update
I am hoping for that as well then will be ok with closing the matter on this platform.until then I am still your unhappy client.
Sanlam's replyOfficial
29 Jul 2021, 13:25Thank you Mpho
Your comments is noted
Kind regards
Client Relations
Your comments is noted
Kind regards
Client Relations
Sanlam's reply29 Jul 2021, 13:25
Official
Thank you Mpho
Your comments is noted
Kind regards
Client Relations
Your comments is noted
Kind regards
Client Relations
mM
mpho M's updateReviewer Update
05 Aug 2021, 11:09It is Quite disappointing that till to that I am still waiting for feedback from Sanlam sky to get back to me. I last received a lousy email that held no sincerity in it on the 28th of July. Adays later there is still no solution to my issue. What saddens me the most (God forbid) but should I lose my life or lose a loved I will find myself in a predicament. You really do give the worst service.
mM
mpho M's update05 Aug 2021, 11:09
Reviewer Update
It is Quite disappointing that till to that I am still waiting for feedback from Sanlam sky to get back to me. I last received a lousy email that held no sincerity in it on the 28th of July. Adays later there is still no solution to my issue. What saddens me the most (God forbid) but should I lose my life or lose a loved I will find myself in a predicament. You really do give the worst service.
Sanlam's replyOfficial
05 Aug 2021, 11:50Dear Mpho
Please accept our apologies for the poor service received. We have escalated this with the responsible team for further handling.
Kind regards,
Sanlam Client Relations
Please accept our apologies for the poor service received. We have escalated this with the responsible team for further handling.
Kind regards,
Sanlam Client Relations
Sanlam's reply05 Aug 2021, 11:50
Official
Dear Mpho
Please accept our apologies for the poor service received. We have escalated this with the responsible team for further handling.
Kind regards,
Sanlam Client Relations
Please accept our apologies for the poor service received. We have escalated this with the responsible team for further handling.
Kind regards,
Sanlam Client Relations