Poor overall Service. Do better Sanlam

I left my 30 September 2024. When I left my employer all my Sanlam Documents were Submitted. A few weeks later they contacted me and asked me to fill in new “correct” forms. Which I did.

At the beginning of November when I started following up on my pension withdrawal. When I FINALLY managed to get a WhatsApp agent to assist me, she told me they only received my forms on 15th October and that I needed to wait maximum 6 weeks before my payout.

Toward the end of November when I followed up again. The agent then informed me that they only received my documents on 1 November and that it will be paid out no later than 6 weeks.

Today I followed up on WhatsApp again confirming that I will be receiving my payout tomorrow as tomorrow marks the 6 weeks. An agent that goes by the name of Boitumelo, informed me that my payout is yet to be sent to SARS and that I should follow up in 10 days. Please note that I have been following up weekly with Sanlam, I even requested a week ago, that the very same agent, “Boitumelo” escalates my case. She told me that they are still within their lead time therefore there’s no need to escalate. Today, she tells me to check after 10 days and though I still asked follow up questions, she closed my call. This is very disgusting behaviour From Sanlam. Their agents just close calls whether or not you still have queries. They also take a good 5+ hours to respond.

I am extremely Frustrated and disappointed at Sanlams client services. For over 2 months I’m being taken from pillar to post. When I call, no one pics up, I’ve stayed on a call for hours until my minutes depleted. No one responds to emails. If you are lucky, they will respond weeks later, with no solution still.

May I please have my matter escalated ASAP. I cannot wait 10 days. I have been following up with Sanlam for months and was informed it will not take longer than the 6 weeks you promised.

Please pay my money. It’s been moreover that 2 months since I left my employer and still no payout and no proper communication as to why they are failing to commit to their turnaround time.

If I could I would rate it 0. I worry about people who are trusting Sanlam with handing over their invested monies to their loved ones once they’ve passed on.

Please pay my money ASAP. I can’t wait 10days. When I’ve been cautioning Sanlam for so long.

I’ve lost trust in Sanlam