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ZD
Zanele D

1 reviews | Active since Nov 2017

18 Sept 2024, 08:03

Sanlam 2 pot withdrawal headache

With Sanlam trying to withdraw from the 2 pot savings is a nightmare. Have lost count on how many times I have tried, all the time I receive the OTP exactly after 11 minutes. I can't get get through on the phonelines, sent emails from the 10th still no assistance. It's understable that the delays are caused by the large number of claims but why didn't they prepare properly to cater for this, and why do we have to pay for it???. How much longer should I wait?....Disappointed.

0
Replies (14)
Sanlam
Sanlam's reply18 Sept 2024, 08:16
Official
Good morning Zanele

We apologise for your poor service experience and have arranged for assistance from Sanlam Corporate.

Regards
Sanlam Client Care
ZD
Zanele D's update18 Sept 2024, 16:18
Reviewer Update
No one has contacted me yet.
Sanlam
Sanlam's reply18 Sept 2024, 16:25
Official
Hello Zanele

Sanlam Corporate has acknowledged receipt of the review and will be in touch with you once they have investigated the matter.

Regards
Sanlam Client Care
ZD
Zanele D's update20 Sept 2024, 06:11
Reviewer Update
Please advise when will I be assisted. No one has called me yet & this requires no investigation. It's a matter of Sanlam giving me the OTP alternatively since I receive it when it's already expired. Please assist me today, giving me excuses without getting me help is no use.
Sanlam
Sanlam's reply20 Sept 2024, 06:52
Official
Good morning Zanele

We have again followed up with Sanlam Corporate.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply20 Sept 2024, 07:58
Official
Hello Zanele

We have received feedback that Sanlam Corporate has been in touch with you.

Regards
Sanlam Client Care
ZD
Zanele D's update02 Oct 2024, 09:29
Reviewer Update
I was called and sent an email by someone at Sanlam on 20th September and allocated a complaint reference. She said they are investigating why I am getting the OTP late (guess they are still investigating as I have not gotten any response even now). She advised in the meantime that I should ask my employer to update my cell number, which I did and my employer said that I can update it myself on the app which I did. The number updates on "My contact information" field but still if I select the OTP to be sent to my cell number it shows my old cell number. I called Sanlam and I couldn't get through, I responded to the e-mail I was sent on the 20th explaining this, no response to date. Attempted receiving the OTP via e-mail one more time, I still get it after 10 minutes. Will I ever be assisted?, it's like I am not taken seriously at all, and the claims that they are investigating is just a delay tactic.
Sanlam
Sanlam's reply02 Oct 2024, 09:37
Official
Hello Zanele

Thank you for coming back to us.

We have again requested assistance from Sanlam Corporate.

Regards
Sanlam Client Care
Sanlam
Sanlam's reply02 Oct 2024, 19:43
Official
Hello Zanele

We have received feedback that Sanlam Corporate has been in touch with you again.

Regards
Sanlam Client Care
ZD
Zanele D's update02 Oct 2024, 20:08
Reviewer Update
They did call and advised that they will call me again once they have updated my number.
Sanlam
Sanlam's reply02 Oct 2024, 20:12
Official
Thank you for the feedback, Zanele.

Regards
Sanlam Client Care
ZD
Zanele D's update02 Oct 2024, 20:22
Reviewer Update
You are welcome. Thank you. I will keep updating till my matter is resolved.
ZD
Zanele D's update03 Oct 2024, 09:32
Reviewer Update
Finally, my cellphone number was updated. I was able to receive the OTP timeously and submitted the withdrawal request. Thank you for the assistance.
Sanlam
Sanlam's reply03 Oct 2024, 10:51
Official
Hello Zanele

We are so happy to hear this.

Thank you for letting us know.

Regards
Sanlam Client Care