Shocking service from Sanlam

My Father-in-Law passed away in June 2023 and as he was employed by Sanlam as a Senior Financial Advisor for about 18 years from 1980 to 1998, I wrote to Sanlam (***) on 29 January 2025 on behalf of his surviving spouse and sole beneficiary to enquire about his portfolio and possible death claims (pension fund and life policies). The purpose of obtaining this information is that I have been authorised by his widow to apply to the Master of the High Court to obtain a letter of authority in my name and then to attend to the winding up of the estate. His nominated executor, Absa Trust have renounced their appointment and I have now stepped in to assist.

As no response was received other than the usual auto-reply, I followed up on 13 February 2025 (this time to ***) as recommended in the auto-reply and again received no response other than another auto-reply containing the promise to contact me within 5 working days. On 25 February 2025 I phoned the Call Centre on *** and was advised to contact *** or call them on ***. The consultant actually tried to put me through directly but after a long wait I was cut off so I decided to write to them instead, which I did immediately. Again I received the customary auto-reply but this time advising that my query had been passed on to *** and advising that I should hear from them soon. Yet again all was silent so I followed up on 10 March 2025. Again I received the usual auto-reply and to date have yet to hear from anyone in the company.

I then decided that it was time to lodge an official complaint and did so on 18 March 2025 using the platform available on the company’s website. I received an official acknowledgement promising that the matter would be investigated and stating that I would be provided with the contact details of the person handling the complaint.

Unsurprisingly, I heard nothing from them and so on 31 March 2025 I again lodged a complaint giving them an ultimatum that should I receive no response by Wednesday 02 April, I would resort to using social media to try to resolve my complaint.

The deadline passed yesterday without any response.

I have copies of all correspondence in this matter if required.