Legacy Brand, Obsolete Service: Sanlam’s Disregard for Client Time

I am writing this to express my absolute disdain for the current state of Sanlam’s customer service. For the second time this month, I have attempted to contact them to resolve an error they created on my account. On both occasions, I have been met with a complete lack of accountability and accessibility.

Today, I spent 45 minutes on hold waiting for a consultant before being forced to hang up. It is glaringly obvious that Sanlam is severely understaffed and is intentionally funneling clients toward a "useless" WhatsApp channel that is incapable of handling complex account queries.

The contrast in the current market is staggering. As a client of Discovery Bank, I am accustomed to being answered and having issues resolved within 3 minutes. Sanlam’s inability to provide even a fraction of that efficiency is a testament to a legacy brand that has failed to keep pace with modern competitors.

Efficiency and respect for a client's time are no longer "bonuses"—they are the baseline. Sanlam has failed on both counts. I will never invest another cent with this institution, as they clearly do not value the customers who keep them in business. If you cannot provide a human being to fix your own mistakes, you do not deserve to manage my capital.