Sanlam – Withholding my funds after their own error

The first issue: the ROT (Recognition of Transfer/withdrawal) document Sanlam processed stated “resignation” instead of “retrenchment” – an error my own financial advisor has confirmed was a mistake that Sanlam made. I have been trying to get this corrected for weeks, through repeated calls, emails, and follow-ups, with no resolution.

Getting through to an agent takes at least 25 minutes on hold, with a recorded message directing me to email or WhatsApp – ironic, since neither gets a response. When I ask to speak to a manager, I’m cut off. When I ask for written proof that the corrected document has been updated, I’m told: “I’ll ask the fund manager” – and then nothing follows.

All I am asking for is basic customer care: a corrected document and clear communication on when my funds will be released. Weeks of delay over an error Sanlam itself made is unacceptable.