Unauthorized Debit Orders by Sanlam Sky

I previously had a retirement annuity with Sanlam Sky, which paid out in November 2024. However, in December 2024, a debit order from Sanlam Sky was still processed on my bank account for R1,370.54. Assuming this was due to a delayed cancellation, I contacted my banker to reverse the transaction.

Then, on January 2, 2025, Sanlam Sky debited my account again, this time for R2,972.60. I immediately sent an email to Sanlam Sky requesting an explanation and any relevant information they had on file. I received an automated response stating they would get back to me within 10 days.

After 10 days, I received another email stating the issue would be resolved by January 17, 2025, but this date passed without any further communication. I followed up again and received another automated response with a new resolution date of January 27, 2025. Despite these assurances, I never received any feedback, so I decided to visit my local Sanlam office in person.

At the branch, I explained the situation to a consultant, who informed me that I needed to contact Sanlam Sky in Cape Town. My call was transferred to their office, where a consultant took my details but could not find any record of me on their system. She confirmed that I no longer have any active policies with Sanlam Sky. When I asked how to proceed, she advised me to contact my bank to reverse the transaction again. She also mentioned that after a second reversal, Sanlam Sky should automatically cancel the debit order.

Following this advice, I contacted my banker and processed another reversal, incurring significant bank charges. My banker also informed me that, for an additional fee, she could block the debit order for a year, which I agreed to.

However, despite this action, when my debit orders went off at the beginning of February 2025, I was shocked to find that Sanlam Sky had again debited my account for R2,972.60. This is extremely frustrating, especially considering that I had also reached out to my broker in early January, but even they could not get a clear response from Sanlam Sky. I also checked my Sanlam Portal and there are policies on my profile.

I am at a complete loss regarding how to resolve this matter and urgently need guidance on the next steps. Sanlam Sky’s lack of communication and unwillingness to assist is deeply disappointing.

Please advise on how I can finally put an end to these unauthorized deductions.

Regards, Andre Walters