MM
Michael M
1 reviews | Active since Mar 2009
23 Sept 2019, 15:53
Sanlam cancelled rebates for my gym membership
I have been part of Virgin active for some time through Sanlam. This was to get rebates. They havent paid me back for months. I decided to check whats happening and they told me my account was closed and they informed me this via SMS. Who knew thats all it took. So for a year I have been paying with no rebate. I have never missed a payment from day one but they couldnt even give a courtesy call as a good paying customer to tell me. I feel like I have been ****med out of my rebates. In this day in age how can you cancel by just simply sending an SMS? And even if that were possible, call your damn customers to explain what you doing. I will be discussing with my broker on cancelling everything I have with them.
Helpful (0)
Replies (5)0
Replies (5)
Sanlam's replyOfficial
23 Sept 2019, 15:55Dear Michael
We acknowledge receipt of your complaint and will investigate it.
Kind regards
Sanlam Client Relations
We acknowledge receipt of your complaint and will investigate it.
Kind regards
Sanlam Client Relations
Sanlam's reply23 Sept 2019, 15:55
Official
Dear Michael
We acknowledge receipt of your complaint and will investigate it.
Kind regards
Sanlam Client Relations
We acknowledge receipt of your complaint and will investigate it.
Kind regards
Sanlam Client Relations
Sanlam's replyOfficial
25 Sept 2019, 10:21Reality has informed us that they have been in contact with you, and are busy with their investigation.
Kind regards
Client Relations
Kind regards
Client Relations
Sanlam's reply25 Sept 2019, 10:21
Official
Reality has informed us that they have been in contact with you, and are busy with their investigation.
Kind regards
Client Relations
Kind regards
Client Relations
MM
Michael M's updateReviewer Update
01 Oct 2019, 17:02Hi,
Sanlam wants me to redo documents, resend the documents, pay again to join and I wont get any of my rebates they owe me for cancelling without my knowledge. Sanlam, please understand if there was a problem with the debit order surely its down to change of details or some other error. why is it that all my other debit payments including the full gym payment I want my rebate for kept coming through no problem? Please explain that to me. A simple call and this could have been avoided. Please eveyone be aware Sanlam could send an SMS like its 1999 so that they do not have to confirm with the customer that the customer got the SMS or has read it so they can quickly cancel on the sly.
Sanlam wants me to redo documents, resend the documents, pay again to join and I wont get any of my rebates they owe me for cancelling without my knowledge. Sanlam, please understand if there was a problem with the debit order surely its down to change of details or some other error. why is it that all my other debit payments including the full gym payment I want my rebate for kept coming through no problem? Please explain that to me. A simple call and this could have been avoided. Please eveyone be aware Sanlam could send an SMS like its 1999 so that they do not have to confirm with the customer that the customer got the SMS or has read it so they can quickly cancel on the sly.
MM
Michael M's update01 Oct 2019, 17:02
Reviewer Update
Hi,
Sanlam wants me to redo documents, resend the documents, pay again to join and I wont get any of my rebates they owe me for cancelling without my knowledge. Sanlam, please understand if there was a problem with the debit order surely its down to change of details or some other error. why is it that all my other debit payments including the full gym payment I want my rebate for kept coming through no problem? Please explain that to me. A simple call and this could have been avoided. Please eveyone be aware Sanlam could send an SMS like its 1999 so that they do not have to confirm with the customer that the customer got the SMS or has read it so they can quickly cancel on the sly.
Sanlam wants me to redo documents, resend the documents, pay again to join and I wont get any of my rebates they owe me for cancelling without my knowledge. Sanlam, please understand if there was a problem with the debit order surely its down to change of details or some other error. why is it that all my other debit payments including the full gym payment I want my rebate for kept coming through no problem? Please explain that to me. A simple call and this could have been avoided. Please eveyone be aware Sanlam could send an SMS like its 1999 so that they do not have to confirm with the customer that the customer got the SMS or has read it so they can quickly cancel on the sly.
Sanlam's replyOfficial
02 Oct 2019, 10:35Good day
We are mindful that the client experience was not perhaps what you expected. We are committed to change it. It is for this purpose that your case was now escalated to the relevant department for urgent attention. Note that a consultant will make direct contact with you and make sure you get the direct contact detail of the consultant. We would encourage you that all future dealings relating to this matter should be handled directly with this consultant for a more expeditious handling of your case.
Kind regards
Client Relations
Kind regards
Client Relations
Sanlam's reply02 Oct 2019, 10:35
Official
Good day
We are mindful that the client experience was not perhaps what you expected. We are committed to change it. It is for this purpose that your case was now escalated to the relevant department for urgent attention. Note that a consultant will make direct contact with you and make sure you get the direct contact detail of the consultant. We would encourage you that all future dealings relating to this matter should be handled directly with this consultant for a more expeditious handling of your case.
Kind regards
Client Relations
Kind regards
Client Relations
Sanlam's replyOfficial
02 Oct 2019, 15:51Good day Michael
We were informed that a consultant has tried to make telephonic contact with you. An e-mail will be send to you. We will be closing the case on the Hello Peter platform. Should there be any other issues relating to the matter, we once again encourage you to make direct contact with the relevant consultant.
We value you as a client.
Regards
Client Relations
Sanlam's reply02 Oct 2019, 15:51
Official
Good day Michael
We were informed that a consultant has tried to make telephonic contact with you. An e-mail will be send to you. We will be closing the case on the Hello Peter platform. Should there be any other issues relating to the matter, we once again encourage you to make direct contact with the relevant consultant.
We value you as a client.
Regards
Client Relations