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LB
Lwazi B

1 reviews | Active since May 2015

09 Jun 2022, 03:13

Request for a Full Withdrawal

I have a policy with SANLAM, policy number SP***5 that I would like to do a Full withdrawal from. On 24 March 2022, I app**** for the monies to be released and had no response whatsoever from SANLAM within 5 days as the automated response had advised. I then app**** again on the 1st of June 2022 for the monies to be released and on the fifth working day from the time of applying, I was informed that I could not get the money as I had claimed a partial surrender within the first five years. I have consulted my policy document given to me as the investor and it says that one may do only one partial within the first five years of the policy but says nothing about a full withdrawal. I need my money urgently and there is no where in the policy document where it says one may not request as full withdrawal (full surrender) at anytime. I was never informed about this. Also, when I raised a complaint about this, I was advised that someone would attend to my complaint within 48 hours but this has not happened as well. I need my monies paid immediately in my account as I need it and do not need to have the policy anymore.

0
Replies (9)
LB
Lwazi B's update09 Jun 2022, 03:21
Reviewer Update
I need no further delays in the processing of this as I have waited longer than required!

Sanlam
Sanlam's reply09 Jun 2022, 06:15
Official
Dear Lwazi

We have escalated your matter to the relevant department for further handling.

Kind regards 
Sanlam Client Relations 
LB
Lwazi B's update09 Jun 2022, 08:47
Reviewer Update
Good day,

The email received from you was that a representative would contact me within 24 hours of having lodged a complaint as I had lodged one and there has been no response and the 24 hours period has lapsed... I still have not received any communication nor the monies due to me...
LB
Lwazi B's update10 Jun 2022, 09:49
Reviewer Update
Good day,
Policy Number: SP***5 as the complaint refers.Please note that I have not had any outcome with regards to this matter although the waiting period of 24 hours that I was promised has lapsed... Could you kindly advise what is happening? I feel it unfair that the service provider continuously does not respond to my complaint.

regards,
Lwazi Bhengu
Sanlam
Sanlam's reply10 Jun 2022, 11:45
Official
Dear Lwazi

Our consultant has tried calling you but there was no answer. Please provide a convenient time for a call back. 

Regards
Client Relations
LB
Lwazi B's update10 Jun 2022, 14:13
Reviewer Update
Good day,

I saw the one missed call (missed it by a minute). Sorry for that as I could not take the call then.

You may call me any time from now.

Kind regards,
Lwazi Bhengu
Sanlam
Sanlam's reply13 Jun 2022, 11:34
Official
Dear Lwazi 

Your matter was referred to the consultant for further handling. 

Regards
Client Relations
LB
Lwazi B's update14 Jun 2022, 00:08
Reviewer Update
Good day,...

It is almost over a week and I still keep receiving the same feed back that someone has been assigned to the case but nothing as far. This is after I had already complained and was given a 24 hours assurance that my case would be tended to... Seeing as my queries are not receiving the necessary attention nor does there seem to be any interest from the service provider... I would like to know if there are any other avenues or it just has to be a legal matter?
Sanlam
Sanlam's reply14 Jun 2022, 10:20
Official
Dear Lwazi

We are terribly sorry to hear that you have not received feedback yet. We have escalated your matter and requested that they in touch with you today. 

Regards
Client Relations