Pathetic turnaround times and zero guidance on a Section 14 transfer

I am absolutely appalled by the shocking level of service—or complete lack thereof—from Sanlam regarding a Section 14 transfer.

An explicit formal instruction was sent to Sanlam months ago to stop all future contributions, cancel my recurring debit order, and provide a quotation for the current transfer value of my Retirement Plan (Policy Number: ***X6) to move it over to Liberty.

After months of absolute radio silence, I finally received a response from a consultant (as seen in the attached file WhatsApp Image 2026-05-28 at 15.57.20.jpeg), only to be told that the declaration was filled out incorrectly because options for "two different funds" were selected.

What makes this incredibly frustrating is that:

It took Sanlam months just to look at the paperwork and respond.

The feedback is completely unhelpful. They state an amendment needs to be made but give zero clear guidance on exactly which sections need to be actioned or how to correct it properly to avoid further delays.

To top it off, they casually mention they will "create a new service request with a new turnaround time" once they get the form back. I have already waited months because of your internal inefficiency, and now I'm expected to go back to the end of the queue?

This is a terrible, dragging process designed to make moving funds as difficult as possible. I need a senior manager or a competent transfer specialist to contact me immediately, clarify exactly what needs to be crossed out, and fast-track this Section 14 transfer without resetting my waiting period.

Policy Details for Sanlam's reference:

Name: Jacques van der Merwe

Plan / Policy Number: ***X6

Service Request Number: ***