Sanlam Provident Fund Claim – Unacceptable Delays and Poor Service

I left my previous employer in July 2025 and have been attempting since then to access my provident fund benefit, which I am legally entitled to withdraw. My employer submitted all required documents to Sanlam on 31 August 2025.

On 4 September 2025 I received an email from Sanlam requesting additional information. I immediately responded and also followed up for clarification, but I did not receive any reply. Despite sending through the requested information, I have still not received any feedback or confirmation that my claim is being processed.

I have contacted Sanlam numerous times by telephone. Each time it takes up to 20 minutes just to get through to an agent, and I am then placed on hold again regardless of the time of day I call. Instead of receiving proper assistance, I have been met with hostility from certain agents who imp**** that I do not understand the two pot system. I want to be clear that I fully understand the legislation and my rights. My calls have even been dropped on three occasions this week alone. This is not only unprofessional but also deeply distressing given the urgency of my financial situation.

What is even more concerning is that the Sanlam member portal continues to show me as an employee of my previous employer, which clearly indicates that my withdrawal claim has not been properly captured or processed. None of the agents I have spoken to have been able to provide clarity or an update.

I have fulfilled every obligation from my side by submitting the forms, using the self service portal, and supplying additional information as requested. Yet Sanlam has failed to meet its obligation to process my claim in a reasonable and timely manner. I am experiencing severe financial strain while waiting for funds that are lawfully mine.

This level of service is unacceptable and has caused unnecessary hardship. I am urgently requesting that Sanlam attend to my claim without any further delay and provide me with proper communication and confirmation regarding the status of my provident fund withdrawal.