Poor Customer Service on Sanlam WhatsApp Line

I would like to formally complain about the extremely poor customer service received from the Sanlam WhatsApp support line.

Over the past two days, I waited close to 3 hours for assistance on both occasions. After eventually being connected to an agent named Itumeleng, the interaction lasted only a few minutes before the conversation was ended without my query being resolved.

My request was simple — I wanted assistance with changing my fund to an RA. Instead of properly assisting or escalating the matter, the agent disconnected the conversation, and the system then stated that all agents had left the chat.

This experience was frustrating, disappointing, and highly unprofessional. For a company of Sanlam’s size and reputation, customer service should be far better managed.

Sanlam can definitely learn a lot from companies like Mr D and Takealot when it comes to WhatsApp customer support. Their response times, communication, and customer care are far more efficient and customer-focused.

Customers should not have to wait hours for support only to be disconnected without assistance.

I hope this matter will be investigated urgently and that improvements will be made to the WhatsApp support service.

Alec Julies