Horribly Shocked

Good day,

I feel so sad to have to rate Sanlam so low but after the experience and the turn around time of their problem solving is a big turn off for me.

I was once retrenched from work so I decided to continue paying my policies manually however followed up with the financial advisor Nokuthula who has now left the company and I was alert after a while she left.

Nokuthula had once went on a long leave due to her sons passing and I couldn't get help to actually pay my premiums as per reference and used the one reference I was sue of to pay a whole rounded figure for all the 3 policies thinking Sanlam ill split them however that was not an issue because I had advised Nokuthula that is what happened and she advised we sort it otherwise.

I have been disputing their queries however they wont assist me but decide to terminate my premiums they say they can't assist me because I used one reference number even though the money I paid is more and me advising them to split the am0unts to all 3 policies will not work.

What they advised is that I pay a huge amount to reactivate the amount and to credit the other money to one account instead of splitting the amounts evenly to keep policies active however I feel that is scandalous because how can they not allocate evenly when the premium isn't for that amount and all the money for all the premiums goes in one account but they can't allocate as per my request, instead they are quick to terminate my life cover policy.

Firstly let me start by explaining that I have taken 3 premiums with Sanlam being:

Life cover : 303,14 Funeral Cover: 354.20 Retirement Plan:

According to my records, I have the following months payments and please allocate the payments accordingly because the figures you have shown me are incorrect and doesn't make sense why any of my policies have lapsed:

November 2022 payment was R600 for premium 88676

December 2022 payment was 994.96 (Which I spoke to the financial advisor to split the payments into the 3 policies because I had accidentally paid with 1 reference)

February(for January) 2022 payment was 950 (Which I also advised that the amounts be split into 3 policies because I had used the one reference because Nokuthula was not available to provide the references dues to the personal loss she had )

March: I made 3 payments on the 2 policies that were behind because Sanlam decided to allocate all the November, December and January payments into one policy which is 88676 which now made that premium to me overpaid for November ,December and January which she then advised that I double pay the two premiums of R 303,13 and R 354.24 in march which I made 3 payments on each of the premiums to make up for the missed payments 303,13x 3= (909.39) and 354.24x3 = (1 062.72)

April:I paid normal payments of R303.14 and R354.24 on the 2nd of May for the April premium because Nokuthula said I can start paying premium 88676 from the month of July 2023.

May and June: I overpaid paid all the 3 premiums as follows :

R 708.48 (354,24x2) Life cover payment, double payment for May and June R 500.00 Ref 19888 double payment for May and June , I owe R 106.28 for the one month R 500.00 Ref 331135 double payment for May and June, I owe a R 360.00 on this premium.

July:

On the 04th August I made a payment of R 350.00 on all the policies hoever there was a messup of referencing but I advised Nkuthula on time so the policies can all be updated accordingly.

Ref 19888 = paid R350 (used ref 88676), I overpaid with R 46.86 Ref 33135= paid R350(used ref 88676), short paid with R4.24 Ref 88676=paid R350 (used reference 88676) I am not sure how much I short paid

August:

Ref 331135 I paid R 430.30 Ref 19888, I paid R 386.79 Ref 88676, I paid R 322.80

September:

Ref 88676 , R322.80 was debited from my account ***, was paid R338.99 on the 3rd October 2023 ***, was paid on the 3rd October 2023

October:

Ref 88676, R322.80 was debited from my account on the 1st November Ref 19888, I want to make payment however I am puzzled with the response as per above email Ref 11353, I also want to make payment however I am puzzled with the response as per above email

What made me mad is that the call canter agent refused to escalate my call to someone who makes allocations so we can sort this out and said I should refer to Sanlam's response which I disputed because she cant help me with anything.

So Hello Peter please help me because I am unemployed and I am trying so hard to pay for these policies and I believe any mistake can be rectified especially because I provided information and prof of payments.