URGENT: Immediate Assistance Required – Policy Cancellation

Good day,

I am extremely disappointed and frustrated with the service I have received from Sanlam regarding the cancellation of my policy.

I started the process to cancel this policy after leaving my previous employer. Initially, there were delays in exiting me from the fund linked to my previous employment. Once that process was finally completed, I requested that the policy be closed and that all funds be paid out to me.

However, Sanlam only paid out the Savings Two-Pot portion. I clearly requested that the entire fund be closed and that all remaining funds be paid out. Since then, I have received no proper communication or assistance.

I have emailed previously on your Life email address and was then directed to another email address starting with SC/CS. Despite following these instructions, I have still received no response.

Your WhatsApp support is also extremely disappointing. When asking for assistance in the morning, I only receive a response hours later, sometimes after five hours. It is unrealistic to expect clients to sit and monitor their phones the entire day waiting for assistance.

To make matters worse, one of your agents, Ziyanda, simply informed me that they cannot assist with my query, gave me a number to call, and then left the chat. This is completely unacceptable.

I called the number provided twice. The first time I waited more than 20 minutes and the second time more than 40 minutes, without ever getting through to a consultant.

I previously sent an email warning that I would escalate this matter to HelloPeter and LinkedIn if the issue was not addressed. Unfortunately, even that email was ignored. My next step will therefore be to proceed with these escalations, and thereafter lodge a formal complaint with the Ombudsman.

I require immediate assistance.

You can contact me on my cellphone: *******. **PLEASE DO NOT RESPOND VIA EMAIL AS I CURRENTLY DO NOT HAVE ACCESS TO MY EMAIL.**

I expect urgent feedback.