STANLIB / Unprofessional when it comes to withdraw investment funds

I opened investment on behalf of my minor children some years ago. Process to open has been smooth. However when it does come to fully withdraw the funds, there has been a continuous suite of trouble. Thought he process is paperless and is done online, the website has regularly turned blank.

Upon successful login, and authentication completed and "successful login" message being displayed, and I have not been able to further proceed. This happened twice.

When emailing STANLIB to send the withdrawal instruction forms to their dedicated email address ***, I systematically receive an error message that the attachment is not respecting the file format and cannot proceed further, which is not true as these are Acrobat file of small size further more. Furthermore, there are no direct contact number of direct email address but only an 0860 number not easily accessible from oversea.

STANLIB appears excellent at collecting money but resistant at following instructions form its clients. As we are in a paperless system, it is just unacceptable that there are more hassle than in a paper based system.

As I cannot have the simplest of change of details and withdrawal, I am obviously extremely dissatisfied and recommend NOT using STANLIB. I am finally considering reporting them to the ombudsman.

Finally I would expect a direct communication from STANLIB to immediately address this matter.