Sanlam Corporate – Absolutely Unacceptable Customer Service

If this is the standard of service Sanlam Corporate considers acceptable, then Sanlam has a serious problem. I have been trying to get assistance from Sanlam Corporate for nine days. I sent an email nine days ago and have received absolutely no response. I have also followed up via WhatsApp, with no meaningful resolution. Trying to speak to someone by telephone is even worse. Every single day I call, I spend between 45 minutes and an hour—or longer—waiting to be connected to an agent. Despite repeatedly making the effort to contact Sanlam, I still cannot get through to someone who can actually assist me. This isn't customer service. It is customers being forced to chase a financial institution for basic assistance. We are talking about people's retirement savings and financial futures. These are not trivial matters that can simply be ignored for days on end. And here's the part that genuinely concerns me: I recently decided to take out a Retirement Annuity with Sanlam in my personal capacity. After experiencing this level of service from the Corporate Benefits division, I am now seriously questioning whether I should trust Sanlam with my personal retirement savings. If Sanlam cannot respond to a straightforward corporate benefits query, what confidence should a customer have that they will be there when it matters most? A company of Sanlam's size should have systems and staff capable of answering customers, responding to emails and resolving queries within a reasonable timeframe. Spending an hour on the phone every day just trying to reach an agent is completely unacceptable. Sanlam needs to understand that customers are not asking for special treatment. We are asking for basic service. This experience has been incredibly frustrating and has seriously damaged my confidence in Sanlam. Sanlam Corporate: do better. Your customers deserve far better than this. This version deliberately hits them on service standards, accountability and trust, rather than simply sounding like an angry complaint.