nacceptable Delay and Poor Communication on Account Termination

I am extremely disappointed with the service I have received from Sanlam Trust regarding the termination of my account.

My account termination was due on 16 January 2026. I submitted all required documentation on 16 January 2026, and again on 26 January 2026 after receiving the termination form.

According to the General Workflow email, terminations take 10–15 working days. As of 06 February 2026, this timeframe has already been exceeded. At no point was I informed that the process could take more than three months. I only became aware of this after calling in myself and being told there is a backlog.

This lack of communication is unacceptable, particularly as the delay is negatively affecting my financial situation. I made financial plans based on the timelines communicated and now find myself under unnecessary financial strain.

This is not the first time I have experienced issues with Sanlam Trust relating to large payments, and I would not have been aware of these delays had I not followed up myself. I have requested urgent intervention in this matter and remain concerned that the issue will not be resolved within a reasonable timeframe.