Sanlam website and communication issues causing unnecessary stress for retirees

1. If Sanlam were to really look at my decades-old profile, you would see that I have been transacting on one of my investments (a unit trust) in other words I always HAD the security level required to do that, and I used to be happy with the website. The unit trust is not very important but my full online access is, for when my retirement annuity matures in 2026. 2. This month I complained that things changed, first the unit trust was not visible on my portfolio and then my personal data showed a new conflict, despite the fact that I did not change anything. This is stressful because of the warning at the top of the website saying OTP's will soon be required, which will need my personal data to be correct. 3. Both the above issues were solved by someone without communicating to me what was going on, so I let Sanlam know it was solved and please stop doing anything on my profile because on that date everything was correct. 4. Thereafter I received emails from Sanlam stating I requested a security upgrade. I never did. When I checked, I saw that although the visibility of that unit trust was restored, I now suddenly lack the security level to transact on it. 5. When I complained, a different person emailed me stating that my security level has been downgraded on my request. Once again, I never asked for that! I just asked that people stop changing things in my profile without written approval because I am about to retire and it is stressful to struggle with a website that worked perfectly a decade ago. 6. I now insist that Sanlam restore my access to where it was before someone fiddled with it. You can see on my record that earlier this year everything was correct and visible on my profile, and I had the security level required to transact, which I did several times in the past. 7. Email me before changing anything on your website that affects me, because my largest retirement annuity matures in 2026, I will invest it with Sanlam, and my retirement confidence will therefore depend on the stability of my profile on this website. 8. This is not the first time I had to complain about access and personal details to Sanlam, I also went through this in 2024 until my details and access were rectified after a website redesign at Sanlam. My confidence level in Sanlam is therefore low and I think about moving to another company when my investments mature. 9. I need Sanlam to restore my confidence in the stability of my online access to Sanlam. Instead of several people contacting me, I need one comprehensive WRITTEN response. 10. If there is a new security process which requires that I answer my phone, then inform me beforehand in writing so that I know what is going on, and tell me what number will call me, so that I can add that number to my contact list to know it is Sanlam calling. But WHY is this necessary, I had full security clearance and the website was working perfectly, earlier in 2025? 11. Sanlam is extremely important to retirees, be more sensitive and communicative to our needs. Stability is the priority, as little change as possible. 12. For example, I need proper written information about the process required in 2026 when my main retirement annuity matures, will I get that? My email address on my profile is janmconradie at gmail dot com, you have all my details. This would be a one-star review if not for the fact that my online profile worked well for the rest of the year, before the above happened.