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Veronique F

1 reviews | Active since Sept 2021

18 Oct 2021, 12:31

Horrible Service Deceased Estate Service for the bereaved

I would like to lodge an complaint against a Sanlam Executer and a Deceased Estate Specialist who are being biased. I had to appoint a lawyer to get information out of them. When he contacted the Executer of the estate she didn’t know what was happening to the estate and referred him to the Deceased Estate Specialist, whom in turn is either on leave or just not available. She requested 10 business days to respond to the concerns and questions we raised and to this day she still hasn’t. I have requested check-ins at the private property from the estate as their have been numerous reports of break-ins and was told that I should travel to that town and lodge a complaint with the police and send them the case number. I’m very unsatisfied with the service I’ve received from Sanlam and they are making my grieving period even worse and more stressful.

0
Replies (11)
Sanlam
Sanlam's reply18 Oct 2021, 12:46
Official
Dear Veronique

We are sorry to hear of your experience with us. Kindly provide the details of of deceased estate in the private field for further investigation.

Kind regards
Sanlam Client Relations 
Sanlam
Sanlam's reply18 Oct 2021, 14:27
Official
Dear Veronique

Thank you for the details. We have escalated your matter to the relevant department. They will be in touch with you shortly. 

Regards,
Sanlam Client Relations
Sanlam
Sanlam's reply20 Oct 2021, 14:11
Official
 Good day, Veronique
 
We were informed that a consultant has communicated directly with you.  We will be closing the case on the Hello Peter platform as your enquiry is now being dealt with by the relevant department.  Should there be any other issues relating to the matter, we once again encourage you to make direct contact with the relevant consultant. 
 
Regards 
Sanlam Client Relations 
VF
Veronique F's update20 Oct 2021, 14:20
Reviewer Update
Good afternoon Sanlam Client Relations

As per your communication on 18/10/2021 a consultant was supposed to contact me.

A consultant has not contacted me and this issue is not resolved. I’m very unhappy about Sanlam all round service. This is appalling .
Sanlam
Sanlam's reply20 Oct 2021, 15:09
Official
Good day, Veronique

We enquired further with the responsible team and they confirmed that they provided Ms Klaasen with direct feedback. Apologies for our miscommunication in the post. 

Kind regards
Sanlam Client Relations
Sanlam
Sanlam's reply21 Oct 2021, 08:35
Official
Good day, Veronique

Your comments are noted and referred to the relevant business team for further handling. 

Kind regards,
Sanlam Client Relations
Sanlam
Sanlam's reply21 Oct 2021, 09:56
Official
Dear Veronique

Would you please also check your Spam folder and confirm if you have received it. 

Kind regards,
Sanlam Client Relations
VF
Veronique F's update22 Nov 2021, 13:13
Reviewer Update
More than a month ago a requested a Z894 form to be completed by Sanlam. They’ve completed the form incorrectly twice now. The first time the executor of the estate didn’t complete the form as requested. On the day I was supposed to go pick up this form and other documents I requested, I was informed that the form wasn’t ready, after I specifically said that I urgently need this form completed. This was a n the 26/10/2021. I received the form a few days later after my last post on Hello Peter. I informed Sanlam and the people that deal with the estate, and they completed the form once again. Once again I had to wait and the form wasn’t completed correctly once again. This time with the wrong banking details for the E/L who is the rightful beneficiary. I was informed that the previously mentioned executor of the estate and the deceased estate specialist were on leave and that the estate administration assistant will get the form sorted by Tuesday 16 November 2021. On said date the form was once again not ready, and I was informed that the person responsible for the form or who is in possession of the form is on leave maybe up until Monday 22 November 2021. Currently they aren’t responding to any emails from my legaal representative or answering his calls.

Here are the emails my legal representative received from them:

From: @sanlam.co.za

Sent: 08 November 2021 10:47 AM
(Estate Administration Assistant) will attend to the necessary. (Estate Admin Assistant) has done these forms many times before and I am not certain why it has not been correctly completed or what the problem is. For this, I apologise in advance.

From: @sanlam.co.za>
Sent: 16 November 2021 10:44 AM
Good day,
Kindly be advised that we await the form from our Pretoria Offices as soon as we get it we will forward the same to you.
We hope you will find the above in order.


From: @sanlam.co.za
Sent: 18 November 2021 09:51 AM
Good day,
Trust you are well.
Kindly be advised that our correspondent has been booked off sick for the whole week, we have not received the form.
We hope she will be back on Monday.
Will let you know soonest.
Regards

Please can you make sure that this gets sorted out as they are well aware that I urgently need this document to be completed correctly. It’s been urgent for more than 2 months now.


Sanlam
Sanlam's reply22 Nov 2021, 13:50
Official
Dear Veronique

We have escalated your complaint with the responsible team. 

Kind regards
Sanlam Client Relations
Sanlam
Sanlam's reply25 Nov 2021, 11:36
Official
Dear Veronique 

We have escalated it with the relevant department and requested that they make contact with you.

Regards 
Sanlam Client Relations
VF
Veronique F's update25 Nov 2021, 16:26
Reviewer Update
On phoning the Head Office at Alice Lane today at 16:18 I was informed that there’s no COVID case in this building. I will be escalating this matter to the Ombudsman.