Sanlam is Completely Unreliable – Second Complaint on Hello Peter for the same Still No Response even after I called them multiple times

I am absolutely disgusted with the way Sanlam is handling my provident fund claim. I resigned from my job on 30 April 2025. Sanlam received all the required documents and sent me an email confirming that the claim process would be completed within 30 working days from 8 May 2025. That meant the deadline was 23 June 2025. It is now past that date, and I still have no payment and no solid update.

I contacted Sanlam on 20 June 2025 because they were dead silent – not even a courtesy message to keep me informed. I spoke to an agent who gave me a reference number WF_***2 and told me the matter had been escalated. She advised I should call back on Monday or Tuesday for feedback.

On Tuesday, I called and was put on hold for 30 minutes with no explanation – until my airtime ran out. I called again, started from scratch with a new agent, and AGAIN I was put on hold until my airtime ran out for the second time.

I called AGAIN on Wednesday, 25 May at 11:30am, and spoke to Bongani Nxumalo, who casually told me the query had once again been escalated. Escalated to where? To who? How many times must this be escalated before it’s actually resolved? I asked him to transfer me to a supervisor because by then I had completely lost faith in their so-called processes. He refused, claiming escalations take 48 hours to resolve and I must call back. He refused to give me a reference number – so I wrote down his full name as a reference. He promised a supervisor would call me that same day. No one ever called.

Then on Friday, 27 May at 12pm, I called again and spoke to Khensani Maswanganyi, who insisted on helping instead of passing me to a supervisor. She told me the claim is “in process,” going through “tax validations” and “compliance.” I asked her what exactly Sanlam has been doing the past 30 working days – and unsurprisingly, she had no answer. Once again, I asked for a supervisor. I was put on hold for ages, and again she said someone would call me the same day. It’s now days later – still no call.

This is now the second HelloPeter complaint I’m writing about this exact same issue. On my first complaint, Sanlam had the nerve to publicly promise a follow-up call. That call never happened. So clearly, they only post **** apologies and false promises just to look good in public.

As a result of Sanlam’s clear incompetence, disregard for their clients, and utter lack of accountability, I will be advising my wife and entire family to cancel all Sanlam products – including their health plans, funeral policies, and investment services. I will also be taking further steps to escalate this matter through regulatory bodies if I don’t get proper action within 48 hours.

Sanlam, you are *********, unreliable, and show no care for your clients when it matters most – at claim stage. You take our money for years but make it hell when we need to claim it back.