Poor customer service, lack of urgency and professionalism- Sanlam

Good day

I'm writing this review with so much frustration at the level and competency of Sanlam. My daughter is a beneficiary of Sanlam Trustfund, and on the 11 February I sent a request for extra mural activity. They sent back feedback on the 24th requesting documentation of the receiver (person to be paid) to be sent to them to which I mistakenly sent ID number of the recipient as opposed to the actual ID documentation. I eventually sent the ID document to them on the 11 March 2026 and I was told as soon as I do, I must call them back they will process the request. To date I have not received any feedback and I've been calling their customer service and daily I'm promised a call to which I haven't received and no feedback. It's over a month but yet there's no direction on the request, and yet the recipient is awaiting payment and daily I have to tell her stories of why she hasn't received the payment.

Sanlam has poor service and lack of professionalism when calling their ***. Whenever you speak to their consultants you get a totally different story, and lack of giving exactly how long it will take for the request to be actioned. As per their policy is 7-10 business working days, yet to date I've waited for over a month on a request. This is really frustrating, exhausting and such an unpleasant to deal with. As I feel like a beggar whenever I call them as there's no empathy and sense of urgency. Instead I'm sent from pillar to post.

Frustrated Nandipa Takayi ***