Poor Customer Service

Item: Sanlam
Rating: 1
Author: Thalin M

I was called by Sanlam representative in May 2024 to confirm withdrawal and pay out of Sanlam Umbrella Pension Fund. Unfortunately, to date, I have received nothing except a benefit statement in September 2024. Contacting their call centre is fruitless as one has to hold on for more than 30 mins and still no answer. I have sent an e-mail and various follow-ups but, save for an acknowledging receipt in which excuses about 'high volume of e-mails' are returned, no feedback is forthcoming. Chatting on their Whatsapp number also proved futile. Seems like Sanlam doesn't want to be reached. Poor customer service and I personally would not recommend Sanlam to anyone, for anything!

Helpful (0)

Replies (8)

Sanlam's replyOfficial

22 Oct 2024, 13:56

Good day Thalin We are sorry to hear of your poor client service experience. Please respond to our private message. Regards
Sanlam Client Care

Sanlam's reply22 Oct 2024, 13:56

Official

Good day Thalin We are sorry to hear of your poor client service experience. Please respond to our private message. Regards
Sanlam Client Care

Sanlam's replyOfficial

22 Oct 2024, 14:43

Thank you for the information. We have referred your complaint to Sanlam Corporate.

Regards
Sanlam Client Care

Sanlam's reply22 Oct 2024, 14:43

Official

Thank you for the information. We have referred your complaint to Sanlam Corporate.

Regards
Sanlam Client Care

Thalin M's updateReviewer Update

23 Oct 2024, 22:10

Yet, no Sanlam representative has been in contact with me since this message yesterday. Took less than 30 mins to respond publicly to appease, yet for more than 24 hours, no feedback.

Thalin M's update23 Oct 2024, 22:10

Reviewer Update

Yet, no Sanlam representative has been in contact with me since this message yesterday. Took less than 30 mins to respond publicly to appease, yet for more than 24 hours, no feedback.

Sanlam's replyOfficial

24 Oct 2024, 09:02

Good day Thalin

We are following up with Sanlam Corporate.
Regards
Sanlam Client Care

Sanlam's reply24 Oct 2024, 09:02

Official

Good day Thalin

We are following up with Sanlam Corporate.
Regards
Sanlam Client Care

Thalin M's updateReviewer Update

25 Oct 2024, 07:14

Solely judging by the number of new complaints against Sanlam everyday on this platform, if only everyone at Sanlam worked as hard to try and salvage Sanlam's declining reputation, as this PR person! Alas, still no feedback from Sanlam Corporate...

Thalin M's update25 Oct 2024, 07:14

Reviewer Update

Thalin M's updateReviewer Update

29 Oct 2024, 17:39

Still no feedback or response from Sanlam Corporate :-( This after they failed to make payment in more than 6 months now. Safe to say, it's time to explore further escalation processes.

Thalin M's update29 Oct 2024, 17:39

Reviewer Update

Still no feedback or response from Sanlam Corporate :-( This after they failed to make payment in more than 6 months now. Safe to say, it's time to explore further escalation processes.

Sanlam's replyOfficial

29 Oct 2024, 17:47

Hello Thalin

We apologise for the fact that you have not yet been contacted.

We have now further escalated the matter and requested immediate assistance.

Regards
Sanlam Client Care

Sanlam's reply29 Oct 2024, 17:47

Official

Hello Thalin

We apologise for the fact that you have not yet been contacted.

We have now further escalated the matter and requested immediate assistance.

Regards
Sanlam Client Care

Sanlam's replyOfficial

31 Oct 2024, 11:39

Hello Thalin

We have received feedback that Sanlam Corporate has sent you an email and that they will be assisting you further.

Please respond to their email with any further enquiries/requests you have.

Regards
Sanlam Client Care

Sanlam's reply31 Oct 2024, 11:39

Official