PATHETIC, UNPROFESSIONAL AND *********** SANLAM SERVICE

My divorce was finalized in July 2021 and my ex husband submitted his claim of the pension interest and up until now the claim has not been processed and he is being sent from pillar to post with no clear indication or the curtesy to inform or update him with the progress. The only time he gets to talk to the administrator, is when he calls them and most of the time he tries calling numerous times without an answer, and when they do answer they promise to get back to him after 3 days. Sometimes the administrator would just say that she is on leave or attending some cause but fails to refer him to somebody who can assist. How can such a huge company fail to make leave arrangements so that when clients need assistance or information, they actually get attended to. Their service is so pathetic and frustrating more than the divorce itself. You think that having submitted a decree of divorce and the court order for them to pay as well as the relevant documents and claim forms they had requested that the process would be rather smooth, instead, it is like you are asking something in a foreign language that their company does not even understand.

I am frustrating because everything is settled including my 50% payout i received from my husband's pension within 60 days of submitting a claim. Now i am stuck with the ex husband who is constantly on my case thinking that this is done deliberately to spite him because of the divorce.

At least the administrators should have the decency to keep their clients updated. Everything that they requested was submitted but to date there is no clear indication of what is going on with the claim, only that the legal department has not responded to the administrator. When you ask how long does it usually take for their legal department to respond, the administrator fails to provide the answer. Today my ex husband called and check on the progress of the claim and the administrator was rather rude and said that my ex husband must no call again and she will call only when there is progress which she fails to indicate or estimate how long that might be. They even fail to contact him when there are further requirements from him for the claim. They only inform him when he calls to find out the progress.

I also tried to send numerous emails as their client to enquire about this, but i never received even one response or acknowledgement of my emails. I am writing this as now my ex husband promises to come and stay in the house until the claim pays as he needs to use the money to buy himself a place to stay as the court order gave me the house as the primary care giver of our children.

THIS IS REALLY FRUSTRATING AND I REALLY NEED TO KNOW WHEN WILL THIS END FOR THE SAKE OF MY SANITY!!!

I will report this to my employer as well as sanlam is their provider for our provident fund. Imagine should i die, the frustration my children will go through because of the ***********, pathetic and unprofessional service from sanlam? This is really not acceptable.