Into my 3rd week waiting for them to change contact details

Hopefully before I die!

The problem is the email claims you've changed my contact details, but you haven't.

I understand you work in a reputation team, you read a script, and you don't have any influence over this. I doubt you ever work for Sanlam.

Let me help you. To do anything on self-serve requires second-factor authentication. That means you send me an SMS code to verify its me. I have no no ending in *5995.

3 weeks later and you cant even get that right! 🤯

I have already. I suggest you check before sending redundant messages in future.

Sanlam tried to make changes. They didn't work. Still waiting.

Are you Sanlam client Care or Sanlam's client Parrot?

Why am I here if the issue has been resolved? I'm not here playing games.
If I had what I needed I would move on.
When they give you feedback ask to them to show it to you, else you are just that, a parrot.

Since you seem to be out of the loop regarding the status of the issues, and keep claiming it is resolved, I can only assume you're not seeing the correspondence.

Let me help you, wrote.
"On Friday I booked out 3-4 pm for the call Wanda confirmed call that never arrived. I have no faith you will follow through, nor time to waste, and want an email trail of our exchanges."

To which your organisation rep****.
"We apologize sincerely for the call back that was missed by the previous agent ," is why I am unable to accommodate a call. You make promises, I move my diary around, then you don't call.
Btw, this is South Africa; it is spelled "apologise".

I previously asked "Please, bring the team onto this email thread so I don't have to explain the context yet again. It's exhausting between HelloPeter, social media and all the personal investment groups I am sharing this experience with." - why can't you do that? I asked first, don't you deal with people who don't have access to their mobile during the day?

I need the email trail, because many people are advising me to approach the FAIS Ombud. If you force me to spend the 2-3 months for a case to be allocated for investigation, I am going to be damn sure to take that time to warn everyone else i know about the pitfalls of trying to change contact information with Sanlam.

Dear Sanlam client Parrot,

Please, stop updating when you send me emails, its sueprflous, I get the email and reply right away.

Your response time KPIs are not my concern, my issues with Sanlam are.

After dealing with maybe the 15th person on the the thread, your team have finally admitted you have a problem with your software systems.
"I am currently engaging with our IT team to determine why the auto system on our What’s app channel is not picking up your correct security cell number to provide you with an OTP."

When the matter is resolved, I will let you know and we can consider the matter resolved.

I'm appealing to you, because people already can't believe this thread. We don't need a parrot.

My support request started on 29 May 2025 at 11:24, when I first emailed the support teams.
I had to escalate through Twitter and HelloPeter to get a human response.
As I understand it Sanlam was not prepared for the run on the two-pot system. All customers are impacted by this.
During this process I've discovered that since I was loaded as a Sanlam Executive Benefits (EB) customer, there are separate processes and teams dealing with my support.
Furthermore, that with the size of the business and disparate systems, the interdependency is not common knowledge to the teams, who might not know how each system 'feeds' another.
Finally, I was able to change access for sanlamonline.co.za today!

It's resolved for now. You can close your ticket.