Overcharged by Sanlam Reality

My Wife and I signed up for Sanlam Reality as part of the Planet Fitness gym benefit. We both got wills through Sanlam as well as the qualifying product to qualify for the highest tier discount. Initially, our discount was allocated correctly and all was well. Then one month our payments were higher. We confirmed with Planet Fitness that we maintained the minimum amount of visits. We then made contact with Sanlam Reality, and this is when the problems started. First, they said we did not meet the minimum club visits. We sent them statements from Planet Fitness proving that we did. Then they said we did not have a qualifying product, which we then once again confirmed with forwarding the wills. Then it went silent with no feedback, and when I followed up I was told it was escalated and would receive feedback in 5-7 working days. This went on for 2+ months during which time we were overcharged by more than R1500. The discount is still not app**** correctly and have overpaid R1500+ and no one is able to assist. We have been told that a refund has been approved but it is yet to be received and the discount issue is still being investigated.

I will remove this review as soon as we receive the refund and the discount is app**** correctly.

Additional Information: Sanlam Reality reference Number: -*** Accounts: Lian de Clercq - *** Janica de Clercq - ***