Savings ******, with no help from Stanlib

11 days ago, I logged onto my online Stanlib profile to check the balance on my unit trust account and to my horror i found the balance to be zero. Upon checking the transaction history/statement, I found that there had been a repurchase made for the full amount which was paid out on Friday the 26th of August 2022. Upon further investigation I learned that there was an instruction sent through / uploaded for a change in details (I am assuming banking details, as I did not get any money into my bank account) which was done on the 22nd of August 2022.

I sent through an email to the guy who has been my broker from inception, as I have been with Stanlib for years - and that email bounced back to my inbox saying the address does not exist. I then sent through an email to Stanlib's ***** line ('***) as well as the call centre email ('***) that same night and to date have not had any response from the ***** email at all. When sending an email to the contact@stanlib address i get a response that my email address is not registered on the profile and when i checked my details on my profile, that has also been changed!

Since Tuesday the 30th of August 2022 I have been calling Stanlib's contact centre as I get no assistance via email, and I keep getting told that it will be escalated to their risk department to be investigated. When I called in on Monday this week (5th September 2022) I was advised that the matter was only escalated to the risk department on Friday the 2nd of September, whereas I reported this on Monday the 29th of August, and nobody gives any interim feedback on how far they are. Each time I call I get told that they are still busy investigating and will contact me once they get an answer. I entrusted the last of my savings with Stanlib and they have absolutely zero empathy with the fact that I am at a total loss right now. Being a loyal client for all these years means absolutely nothing and this is so painful. Why can nobody tell me what has happened with the financial advisor who used to assist me with this account? Why was there not someone else allocated to my portfolio if he left? How does the email just return undeliverable???? Please Stanlib – all I need is my money back. I am sure that I am just a drop in the ocean as a client to you, but I entrusted your company with all the money that I have.