Incorrect Withdrawal from Savings Pot Despite Clear Instructions for Vested Pot

On 31 July 2025, I called Stanlib for a once-off withdrawal from my vested pot only for the full vested balance. The advisor who guided me on filling the form told me that if I was taking all the money in my vested pot, I should tick “Full withdrawal” on the form.

I repeated several times that I did not want to touch my savings pot — only the vested pot. On the form, I ticked “Once-off preservation withdrawal” and left the “Savings withdrawal” section unticked. The advisor said it's still a full withdrawal of the vested benefit.

Before the payout, I called Stanlib again to request that the withdrawal be reversed and processed from the correct vested benefit only. Despite this, Stanlib proceeded to withdraw funds from my savings pot only, which I never requested, and this resulted in SARS taxing it at over 40% due to income bracket. Which is exactly why I did not want to touch the savings pot.

My vested pot withdrawal has not been processed at all, more than a week and no update about this.

I am ready to return the net amount immediately so my savings pot can be restored and the correct vested pot withdrawal processed. This is urgent as SARS processing timelines mean the reversal must be done before August’s PAYE submission is finalised. I request immediate escalation to resolve this.

I have the entire recorded call as proof that I was told that withdrawal of the entire vested amount is still considered "full withdrawal"