JM
Jeremia M
1 reviews | Active since May 2012
11 Dec 2024, 12:44
Poor service and no communication
The lack of communication and poor service I have received regarding my pension since I left my previous employer. Despite my repeated efforts to get in touch with your team, I have been left with no clear answers or assistance.
To provide some context, I have tried to reach your customer service on three separate occasions via phone. On each occasion, I have been forced to wait for more than 20 minutes, only to be left with no response. In addition, I have attempted to use your WhatsApp support service, but after waiting for over five hours with no reply, I am deeply disappointed in the level of service.
As a customer, I expect timely responses and efficient communication, especially regarding something as important as my pension. I find it unacceptable that, despite my multiple attempts, I am still unable to get any clarity or resolve this matter.
Helpful (0)
Replies (16)0
Replies (16)
Sanlam's replyOfficial
11 Dec 2024, 13:47Good day Jeremia
We apologise for the frustration with our service. Please reply to our private message so that we can assist you.
Regards
Sanlam Client Care
We apologise for the frustration with our service. Please reply to our private message so that we can assist you.
Regards
Sanlam Client Care
Sanlam's reply11 Dec 2024, 13:47
Official
Good day Jeremia
We apologise for the frustration with our service. Please reply to our private message so that we can assist you.
Regards
Sanlam Client Care
We apologise for the frustration with our service. Please reply to our private message so that we can assist you.
Regards
Sanlam Client Care
Sanlam's replyOfficial
11 Dec 2024, 15:54Hi again Jeremia
We have received feedback that you have been contacted and assisted.
Regards
Sanlam Client Care
We have received feedback that you have been contacted and assisted.
Regards
Sanlam Client Care
Sanlam's reply11 Dec 2024, 15:54
Official
Hi again Jeremia
We have received feedback that you have been contacted and assisted.
Regards
Sanlam Client Care
We have received feedback that you have been contacted and assisted.
Regards
Sanlam Client Care
JM
Jeremia M's updateReviewer Update
11 Dec 2024, 16:03Thank you
I have been contacted by one Sanlam representatives and the matter is being handled.
Thank you
J
I have been contacted by one Sanlam representatives and the matter is being handled.
Thank you
J
JM
Jeremia M's update11 Dec 2024, 16:03
Reviewer Update
Thank you
I have been contacted by one Sanlam representatives and the matter is being handled.
Thank you
J
I have been contacted by one Sanlam representatives and the matter is being handled.
Thank you
J
Sanlam's replyOfficial
11 Dec 2024, 16:07Thank you for confirming.
Regards
Sanlam Client Care
Regards
Sanlam Client Care
Sanlam's reply11 Dec 2024, 16:07
Official
Thank you for confirming.
Regards
Sanlam Client Care
Regards
Sanlam Client Care
JM
Jeremia M's updateReviewer Update
11 Dec 2024, 16:13I will revert once the documents /information is received and my claim is successfully processed.
Until then, I consider the matter still pending.
Thank you
J
Until then, I consider the matter still pending.
Thank you
J
JM
Jeremia M's update11 Dec 2024, 16:13
Reviewer Update
I will revert once the documents /information is received and my claim is successfully processed.
Until then, I consider the matter still pending.
Thank you
J
Until then, I consider the matter still pending.
Thank you
J
JM
Jeremia M's updateReviewer Update
17 Dec 2024, 08:57Once again, when Sanlam fails they do so spectacularly. After writing a review of this organisation they were quick to get an agent to call to provide me with additional documents I needed to complete and send back with other supporting documents. After all of this… this is the email I get from them
“Please note that one is not able to change their payment instruction, as can be seen on SECTION 8: MEMBER DECLARATION, point 3 submitted to your previous employer”. So why was I requested to go through a process when you knew very well that it was a waste of my time and a futile effort. Furthermore, Sanlam states that payments will be made in ten working days, well today is day 14 working days since, and I don’t even have a tax directive! This is ridiculous and appalling.
“Please note that one is not able to change their payment instruction, as can be seen on SECTION 8: MEMBER DECLARATION, point 3 submitted to your previous employer”. So why was I requested to go through a process when you knew very well that it was a waste of my time and a futile effort. Furthermore, Sanlam states that payments will be made in ten working days, well today is day 14 working days since, and I don’t even have a tax directive! This is ridiculous and appalling.
JM
Jeremia M's update17 Dec 2024, 08:57
Reviewer Update
Once again, when Sanlam fails they do so spectacularly. After writing a review of this organisation they were quick to get an agent to call to provide me with additional documents I needed to complete and send back with other supporting documents. After all of this… this is the email I get from them
“Please note that one is not able to change their payment instruction, as can be seen on SECTION 8: MEMBER DECLARATION, point 3 submitted to your previous employer”. So why was I requested to go through a process when you knew very well that it was a waste of my time and a futile effort. Furthermore, Sanlam states that payments will be made in ten working days, well today is day 14 working days since, and I don’t even have a tax directive! This is ridiculous and appalling.
“Please note that one is not able to change their payment instruction, as can be seen on SECTION 8: MEMBER DECLARATION, point 3 submitted to your previous employer”. So why was I requested to go through a process when you knew very well that it was a waste of my time and a futile effort. Furthermore, Sanlam states that payments will be made in ten working days, well today is day 14 working days since, and I don’t even have a tax directive! This is ridiculous and appalling.
Sanlam's replyOfficial
17 Dec 2024, 09:05Good day Jeremia
Thank you for reaching out to us.
We have relayed the message to Sanlam Corporate.
Regards
Sanlam Client Care
Thank you for reaching out to us.
We have relayed the message to Sanlam Corporate.
Regards
Sanlam Client Care
Sanlam's reply17 Dec 2024, 09:05
Official
Good day Jeremia
Thank you for reaching out to us.
We have relayed the message to Sanlam Corporate.
Regards
Sanlam Client Care
Thank you for reaching out to us.
We have relayed the message to Sanlam Corporate.
Regards
Sanlam Client Care
JM
Jeremia M's updateReviewer Update
18 Dec 2024, 09:36Good day
I’m still waiting for a response from Sanlam. I have been overly patient with this company’s incompetence. Can I get a response today!
I’m still waiting for a response from Sanlam. I have been overly patient with this company’s incompetence. Can I get a response today!
JM
Jeremia M's update18 Dec 2024, 09:36
Reviewer Update
Good day
I’m still waiting for a response from Sanlam. I have been overly patient with this company’s incompetence. Can I get a response today!
I’m still waiting for a response from Sanlam. I have been overly patient with this company’s incompetence. Can I get a response today!
Sanlam's replyOfficial
30 Dec 2024, 20:02Good day Jeremia
We did receive confirmation that you were contacted.
Regards
Sanlam Client Care
We did receive confirmation that you were contacted.
Regards
Sanlam Client Care
Sanlam's reply30 Dec 2024, 20:02
Official
Good day Jeremia
We did receive confirmation that you were contacted.
Regards
Sanlam Client Care
We did receive confirmation that you were contacted.
Regards
Sanlam Client Care
JM
Jeremia M's updateReviewer Update
10 Jan 2025, 14:53You would think, my complaint being escalated to the Complaint Department would somehow, expedite the issue to a resolution but no! I’ve been calling to no apparent answer and sent email with response that lack any substance but rather filled with empty apologies and one excuse after another.
I’m yet to hear how it takes a week to obtain a tax directive from SARS.
Today, literally makes 30 business days since I submitted this claim, which according to Sanlam is the maximum number of days it would take to complete a claim/transaction.
Your incompetence is to a point where Sanlam cannot even keep to their own standards not even industry.
I’m yet to hear how it takes a week to obtain a tax directive from SARS.
Today, literally makes 30 business days since I submitted this claim, which according to Sanlam is the maximum number of days it would take to complete a claim/transaction.
Your incompetence is to a point where Sanlam cannot even keep to their own standards not even industry.
JM
Jeremia M's update10 Jan 2025, 14:53
Reviewer Update
You would think, my complaint being escalated to the Complaint Department would somehow, expedite the issue to a resolution but no! I’ve been calling to no apparent answer and sent email with response that lack any substance but rather filled with empty apologies and one excuse after another.
I’m yet to hear how it takes a week to obtain a tax directive from SARS.
Today, literally makes 30 business days since I submitted this claim, which according to Sanlam is the maximum number of days it would take to complete a claim/transaction.
Your incompetence is to a point where Sanlam cannot even keep to their own standards not even industry.
I’m yet to hear how it takes a week to obtain a tax directive from SARS.
Today, literally makes 30 business days since I submitted this claim, which according to Sanlam is the maximum number of days it would take to complete a claim/transaction.
Your incompetence is to a point where Sanlam cannot even keep to their own standards not even industry.
Sanlam's replyOfficial
10 Jan 2025, 16:00Good day Jeremia
Thank you for your feedback.
We have relayed it to Sanlam Corporate.
Regards
Sanlam Client Care
Thank you for your feedback.
We have relayed it to Sanlam Corporate.
Regards
Sanlam Client Care
Sanlam's reply10 Jan 2025, 16:00
Official
Good day Jeremia
Thank you for your feedback.
We have relayed it to Sanlam Corporate.
Regards
Sanlam Client Care
Thank you for your feedback.
We have relayed it to Sanlam Corporate.
Regards
Sanlam Client Care
JM
Jeremia M's updateReviewer Update
13 Jan 2025, 09:00Good day
I am yet to receive feedback regarding this matter. This has dragged on for more than 30 business days. This level of incompetence and ignorance is beyond comprehension. Your staff continue to apologise for mistakes they have made in processing this matter yet nothing is being done to resolve the matter due to your staff’s inability to submit simple information.
I want feedback today.
I am yet to receive feedback regarding this matter. This has dragged on for more than 30 business days. This level of incompetence and ignorance is beyond comprehension. Your staff continue to apologise for mistakes they have made in processing this matter yet nothing is being done to resolve the matter due to your staff’s inability to submit simple information.
I want feedback today.
JM
Jeremia M's update13 Jan 2025, 09:00
Reviewer Update
Good day
I am yet to receive feedback regarding this matter. This has dragged on for more than 30 business days. This level of incompetence and ignorance is beyond comprehension. Your staff continue to apologise for mistakes they have made in processing this matter yet nothing is being done to resolve the matter due to your staff’s inability to submit simple information.
I want feedback today.
I am yet to receive feedback regarding this matter. This has dragged on for more than 30 business days. This level of incompetence and ignorance is beyond comprehension. Your staff continue to apologise for mistakes they have made in processing this matter yet nothing is being done to resolve the matter due to your staff’s inability to submit simple information.
I want feedback today.
Sanlam's replyOfficial
13 Jan 2025, 09:05Good day Jeremia
We received feedback that you were contacted on Friday and that you are being kept up to date with the progress of your claim. Sanlam Corporate is providing you with feedback.
Regards
Sanlam Client Care
We received feedback that you were contacted on Friday and that you are being kept up to date with the progress of your claim. Sanlam Corporate is providing you with feedback.
Regards
Sanlam Client Care
Sanlam's reply13 Jan 2025, 09:05
Official
Good day Jeremia
We received feedback that you were contacted on Friday and that you are being kept up to date with the progress of your claim. Sanlam Corporate is providing you with feedback.
Regards
Sanlam Client Care
We received feedback that you were contacted on Friday and that you are being kept up to date with the progress of your claim. Sanlam Corporate is providing you with feedback.
Regards
Sanlam Client Care
JM
Jeremia M's updateReviewer Update
13 Jan 2025, 09:16I have not received feedback!
Your consultant telling me that they have failed and made a mistakes in submitting my information to SARS on my tax directive is not my fault or problem. They indicated that payment would be made by Friday and it was not than said Monday and yet I have not received a tax directive meaning that the pay has not been made. Your consultant indicated that this matter will be resolved in no more than 30 business days and here we are 32 business days later. Simply stating that you made an error does not absolve Sanlam of the responsibility to adhere to timelines you bound yourselves to.
Your consultant telling me that they have failed and made a mistakes in submitting my information to SARS on my tax directive is not my fault or problem. They indicated that payment would be made by Friday and it was not than said Monday and yet I have not received a tax directive meaning that the pay has not been made. Your consultant indicated that this matter will be resolved in no more than 30 business days and here we are 32 business days later. Simply stating that you made an error does not absolve Sanlam of the responsibility to adhere to timelines you bound yourselves to.
JM
Jeremia M's update13 Jan 2025, 09:16
Reviewer Update
I have not received feedback!
Your consultant telling me that they have failed and made a mistakes in submitting my information to SARS on my tax directive is not my fault or problem. They indicated that payment would be made by Friday and it was not than said Monday and yet I have not received a tax directive meaning that the pay has not been made. Your consultant indicated that this matter will be resolved in no more than 30 business days and here we are 32 business days later. Simply stating that you made an error does not absolve Sanlam of the responsibility to adhere to timelines you bound yourselves to.
Your consultant telling me that they have failed and made a mistakes in submitting my information to SARS on my tax directive is not my fault or problem. They indicated that payment would be made by Friday and it was not than said Monday and yet I have not received a tax directive meaning that the pay has not been made. Your consultant indicated that this matter will be resolved in no more than 30 business days and here we are 32 business days later. Simply stating that you made an error does not absolve Sanlam of the responsibility to adhere to timelines you bound yourselves to.
JM
Jeremia M's updateReviewer Update
13 Jan 2025, 15:05This an extract from an email I received from Owami Sopam
“Tax directive request will be done today and once that is successful payment/transfer of the benefit will then be made; the tax application usually takes up to 24 to 48 hours meaning payment should then be finalized earliest this Friday if not next week Monday.”
Today is Monday and I have not heard a word from Sanlam.
This is frustrating to send countless emails to no avail. All of a sudden their complaints department is unresponsive to my queries
“Tax directive request will be done today and once that is successful payment/transfer of the benefit will then be made; the tax application usually takes up to 24 to 48 hours meaning payment should then be finalized earliest this Friday if not next week Monday.”
Today is Monday and I have not heard a word from Sanlam.
This is frustrating to send countless emails to no avail. All of a sudden their complaints department is unresponsive to my queries
JM
Jeremia M's update13 Jan 2025, 15:05
Reviewer Update
This an extract from an email I received from Owami Sopam
“Tax directive request will be done today and once that is successful payment/transfer of the benefit will then be made; the tax application usually takes up to 24 to 48 hours meaning payment should then be finalized earliest this Friday if not next week Monday.”
Today is Monday and I have not heard a word from Sanlam.
This is frustrating to send countless emails to no avail. All of a sudden their complaints department is unresponsive to my queries
“Tax directive request will be done today and once that is successful payment/transfer of the benefit will then be made; the tax application usually takes up to 24 to 48 hours meaning payment should then be finalized earliest this Friday if not next week Monday.”
Today is Monday and I have not heard a word from Sanlam.
This is frustrating to send countless emails to no avail. All of a sudden their complaints department is unresponsive to my queries
Sanlam's replyOfficial
13 Jan 2025, 15:19Hi Jeremia
We can confirm that Owami has sent you an email today regarding your claim.
Regards
Sanlam Client Care
We can confirm that Owami has sent you an email today regarding your claim.
Regards
Sanlam Client Care
Sanlam's reply13 Jan 2025, 15:19
Official
Hi Jeremia
We can confirm that Owami has sent you an email today regarding your claim.
Regards
Sanlam Client Care
We can confirm that Owami has sent you an email today regarding your claim.
Regards
Sanlam Client Care