Loyal client receives appaulling service

My level of dissatisfaction from Sanlam Sky after 10+ years of being a loyal client ( no claims for that matter) to them says the least. I have a funeral policy with sanlam and I had called to arrange for my premium to be debited on the 15th of each month. If the 15th falls on a weekend or holiday, provision was made for the debit order to run. In March 2025 the debited 3 days in advance, the debit order bounced and no one made me aware of such. Fair enough. April 15, the debit did not go through once again. This time I noted that they had not deducted and I then called to arrange that the debit order should go on the specified dates and I then made payment for the 2 outstanding payments.

Again in May, debit order was not deducted I called they suggested I do another manual payment as they had a system glinch. I did as requested. Again on 15th of June 2025, the premium was not deducted. I only noticed as I was going through my bank statement ( on the 21.06.2025) . I called in, spoke to Nobelungu who apologised and sent me a link to make the payment, which I did. On the 30.06.2025 another premium was deducted. I again called in to find out what was the deduction for now as I had paid on the 21.06.2025. I was told that I made that payment at my oen accord and those were arrears for the missed payments . I then asked why am I in arrears as it was not my fault that sanlam had a system glinche and were not deducting. I was told its my responsibility to make sure the premium is paid.

I have made provision that the premium is paid monthly, thats why I made debit order so that I do not have to stress about remembering to make payments etc. I requested that I be refunded the money they made me pay for arrears and to date Nobelungu has not reverted back to me.

I have been a loyal client to Sanlam despite their incompetence and inability to resolve any of complaints. With that said, I no longer wish to be affiliated with Sanlam there kindly refund me all my 10 plus years worth of premiums and I will take my business where I am valued as a loyal client. I do not wish for anyone to call me. All I am expecting from Sanlam at this point are refund forms and when all my premiums will be paid into my account.

To anyone who would like to open any policy with Sanlam, DO NOT waste your time and energy. They are the worst people to deal with.