Unpaid Claim!!!!

I resigned from Sanlam Sky as a Financial Advisor effective 30.09.2019 and submitted forms for my pension fund withdrawal on the 09.10.2019 to Mahlatse Rampedi, the branch secretary where I was employed. The forms were only sent to HR for actioning a week later, 17.09.2019 to Ernest Ntaba, and only then after I followed up with my Sales Manager (Nompilo Muthwa) and Mahlatse Rampedi did I receive feedback about my request.

I have been sent from pillar to post since then, with no concrete feedback from both Sanlam Employee Benefits and the HR department. The only time I received feedback was if I followed up myself and insisted on emails.

With regards to my claim not being paid out, I changed my surname a while ago and my banking details are in the old surname however I have, on numerous occasions, sent through the necessary documents (ID, letter from home affairs, affidavit, letter from the bank verifying my ID and account details) to support this and verify that indeed I am the account holder of where these funds should be transferred to and therefore they need to proceed and action accordingly, and I am also willing to do what they ask if only the company could COMMUNICATE with me and not wait for me to do follow ups.

This has been "doing the rounds" since the 17.10.2019. That's when the initial request from the branch was sent to Ernest Ntaba and in all honesty it has been a nightmare to deal with all of this.

According to my understanding, there are certain protocol that need to be observed when a client sends through a request to be actioned, whoever, I am under the impression that since I am an ex employee of Sanlam Sky, I am not treated fairly like any other external customer. I have had to call in numerous times to get some sort of feedback and I am being sent from pillar to post even though I have comp**** fully with whatever was requested from my side.

What is the SLA on withdrawals being actioned? What is the SLA on emails? Who can I escalate this to further, on both HR and SEB side?

I am not getting any joy from dealing with both HR and SEB with regards to my request, which should've been actioned approximately 3 weeks ago. With all these delays can anyone please advise and commit to when I will receive my funds because the delay is certainly not on my side, but from communication breakdown between HR and SEB.

Furthermore, I demand a written apology from both parties with regards to : 1. Lack of communication. 2. No sense of urgency in attenting to requests. 3. Treating me (the customer) unfairly. 4. Lackluster customer service.

I would also like clarity on the "employee debt" that I supposedly owe Sanlam because according to my knowledge none of the commission advanceable policies I have written for Sanlam, in my capacity as a Financial Advisor, have lapsed or cancelled but according to both HR and SEB this is reason number 2 of why my claim has been delayed!!! And if I have any debt I would like to understand why I was not made aware of this by my Sales Manager, Nompilo Muthwa?

I look forward to hearing from everyone concerned in this matter.