NO CUSTOMER SERVICE WITH EMPTY PROMISES

I had a Channel Life policy which has been taken over by Sanlam. As the value of the policy is decreasing in value I decided to surrender the policy.

Documentation for surrender were emailed to Sanlam on 23/10/2020 (after a second request for surrender forms). They clearly state that it will take 1-5 working days for the funds to be transferred to your bank account.

After following up with them, and eventually dropping off the original documentation, I was informed the funds would be in my bank account on Tuesday 1 December. By Thursday 3 December no funds had been received after which a further call was made. Was then informed the surrender was being processed. Followed up again on Friday 4 December and was told the money would be paid that evening but as it was the weekend would only reflect in my account on Monday 7 December. Should I have really been surprised when the funds did not reflect upon checking this morning.

And so it was, another call to Sanlam with another excuse - oh there were system problems blah blah blah.

Seriously, where is the customer service. This is not their money!!