Disgusting service from Stanlib

COMPLAINT REGARDING STANLIB We are a Homeowners Association and we have had a Unit Trust with Stanlib for many years. Over the years we have often added money into the Unit Trust and then withdrawn as we have needed it. In March this year (2026) we submitted a withdrawal as we needed money to pay for the painting of our Complex and since then we have had no end of problems. First of all it is extremely difficult to get hold of anyone and every time you do manage to get in touch with someone, it is a different person. We submitted the withdrawal request as usual signed by our bookkeeper and myself as Chairman and then heard nothing. Eventually we got an automated response saying that we needed to submit further documents. We then did everything that was requested and over the next few months this is all we have done. We keep on getting told that we have to submit more documents and then at one stage, we were told that our whole committee has to complete forms and submit proof of Identity. Everytime we have been requested for documents, we have done this and this includes submitting personal tax numbers which have absolutely nothing to do with the Homeowners Association. After 4 months of getting nowhere we then got in touch with Alexander Forbes who said they would sort this out for us. We then had to resubmit all documents which we have done on many occasions. They too are frustrated as they also cannot get any action. We have now received an sms to say that our application is incomplete and Stanlib have cancelled the request and we must submit a new withdrawal request. This is totally unacceptable and we wish to get our funds paid to us in full as we will be investing this in a reputable organisation. Please can we get action on processing our withdrawal.