Unresolved Pension Fund Withdrawal Request (January 2025)

Dear Sanlam Client Care Team,

This may formal a complaint regarding the unacceptable delay in processing my pension fund withdrawal, which I initiated in January 2025. As of today, April 9, 2025, I have yet to receive any meaningful resolution or update despite my repeated attempts to seek assistance. I am deeply disappointed by the lack of progress and the apparent disregard for the urgency of this matter, particularly as this involves my hard-earned money, to which I am rightfully entitled.

For clarity, my withdrawal request pertains to [pension fund membership number ***8 submitted on 11 February 2025. Since then, I have contacted your client care services through phone at ***, *** , email to *** and WhatsApp on multiple occasions, only to be met with vague responses, prolonged silences, or no resolution whatsoever. This lack of accountability and support has left me frustrated and financially strained, as I had re**** on these funds being available in a reasonable timeframe.

I find it utterly unacceptable that, despite Sanlam’s reputation as a trusted financial institution, I have been unable to access my own money after more than three months. This delay not only undermines my confidence in your services but also places an undue burden on me, as I am left without clarity on whether the issue lies with documentation, a tax directive, or internal processing failures—none of which have been adequately explained.

I request the following immediate actions: 1. A detailed update on the status of my withdrawal, including any outstanding requirements or reasons for the delay. 2. Confirmation of whether a tax directive has been requested from SARS and, if so, its current status. 3. An expedited resolution to ensure the funds are released to me without further delay. 4. A written response to this complaint within five business days, as I consider this matter urgent.

Should this not be resolved promptly, I will have no choice but to escalate the matter to the Pension Funds Adjudicator and the Financial Sector Conduct Authority, as I cannot tolerate further inaction regarding my own financial resources. I trust that Sanlam will treat this complaint with the seriousness it deserves and restore my faith in your commitment to client service. I can be reached on email and mobile.