Worst Customer Service

Recently, I called in to get GAP cover from Sanlam. I did all the verification, notifications and contract reviews over the phone. Needless to say it was a quick and painless process and I was covered.

I strictly asked the consultant to have my debit order deducted on the 24/25th of each month as ALL my debit orders are set up this way. Today (3 months later) I checked my bank statements as saw that Sanlam Gap Cover was returned x2 times. Meaning no debit order has gone off ever for the GAP cover requested.

I have received no SMS notification of missed payments, no statements, no email notifications either. Today I decided to call into call centre ***and sort out the confusion as I would honestly love to have GAP cover.

My first call to the number I was holding for about 6-7 minutes and then hung up. I called back and I was greeted by a young lady who at from the beginning of our conversation, had no interest in taking my call or hearing about my query and that was very clear. I explained to her the 3 fundamentals I needed her to focus on: 1) My debit order date was wrong 2) Assurance that is was updated (verification by SMS, email about any changes) 3) What is my expected payment to be.

Now the attitude she gave me was horrible. Upon my debit order date correction all she said is HOLD, placed me on hold for 5 minutes ( MUTE the call ) and when she eventually came back said it has been changed to the 25th. Then I asked her will notification be sent to me with regards to the changes made of which she just abruptly said, "Yes" so which led me to my 3rd question, what will the amount be that is debited, seeing that I am a new client, and this was not picked up until I called in to check on my cover? The answer came as rudely and I honestly did not expect this, "The billing department will verify what you need to pay, I told you that" "I cannot tell you yet what the amount will be as your account is in arrears" I asked her to find out and let me know as I will hold on.. "No the billing department will run my account and let me know via SMS"

This is the same SMS's I never got to let me know that my account is arrears due to a Admin mistake made on Sanlam's side.

I immediately asked for a cancellation, as I could already foresee that should I be in hopsital, need my GAP cover to be available this will not be the case.

I would implore you to please pull my call with this consultant and have her go on a course for customer service of which she had none!

I was willing to pay the full R890 amount to get the cover that I so much need, but I would rather take my business elsewhere.

Utterly disappointing in a institution that I had so much confidence in upon joining.