Snailmail service

My story sounds very similar to Theresa V I'm writing on behalf of my case number ********** All required documentation was sent through on 28 November 2024 after initially requesting a quotation earlier (thus they knew what was coming and had done their calculations). Receipt was acknowledged on 1st of December 2025 indicating 10 working days for processing. A follow-up email indicated issues and I contacted them on 15 December to provide "more" information. I followed up on 22 December -not even an acknowledgement of the email. If SANLAM allowed us to do the request online and not on paper, all documentation would have been completed to their satisfaction. It has now been more than a month since my request was received (and an additional levy taken off for a policy that should have been cancelled. I have not even received an email after the 15 December 2025 follow-up regarding a completion date. This is by FAR the worst service I have received from any of the financial institutions I work with. To start off by saying I will receive a reply within 10 days is an unacceptable benchmark..

Can I please have my case sorted out as a matter of urgency in order for me to carry on with my life. Do not just say sorry - deliver a standard of service that is acceptable in the industry: electronic online requests and completion of a request within 3 days.

Thank you