Active since Dec 2016
12
Reviews
0
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Reviews
12 reviews1 month ago
Serious Service Delivery Concerns
I am extremely disappointed in Sanlam’s client service and online platform, both of which have proven to be ineffective and unreliable. In March, I logged onto the Sanlam website to update my beneficiary details. This was not the first time I had done so, yet once again my beneficiary information was wiped and not retained. Weeks after updating my details on web, I was contacted and asked to provide the industry I work in, which I promptly did. Despite this, my beneficiary details were still not updated. Two months later, the service call was closed without resolution, and my beneficiaries remain unchanged. Attempting to reach Sanlam has been equally frustrating. Phone calls involve hours of waiting with no assistance, and WhatsApp queries go unanswered, with conversations left open and unresolved. The lack of accessibility and follow-through is deeply concerning. This raises an important question regarding the purpose of the online services. If client details must still be “validated” but are ultimately not updated, the platform serves little value. It would make far more sense for a service consultant to call clients directly to validate critical information, especially when emails and submitted documents are seemingly ignored. Most concerning of all is the implication of this failure. Should anything happen to me, how are my dependents or beneficiaries expected to receive assistance when their information has not been properly recorded despite multiple attempts to correct it? This level of service is unacceptable for an organisation entrusted with clients’ financial futures and the wellbeing of their families.
1 reply
17 months ago
Poor customer service / unclear process
I am not happy with how the customer care agents engage us. First of all the agent called me on a public holiday and he was so rude its not even funny. The wrong reference number was sent to me via sms. Okay so I paid the amount which they claimed to be due for the virgin active account and used the reference number that was sent to me via sms. I called to find out if it was received and I was told I used the wrong reference number and the payment was not allocated automatically. I the asked for the email address to send the proof of payment to so that the payment can be allocated manually. To date the payment has not been allocated and every time I phone I am told that the pop was not received and I get given a different email address to send the pop to.
1 reply
27 months ago
Lack of response
Last year around December I app**** for the MTN uncapped wifi deals and I was informed that the consultant will call me in 3 days. Indeed the consultant phoned but couldnt process my application because my number needed to be migrated to the new system. I waited and waited and then decided to go to an MTN outlet to enquire and I was told that I need to be patient as the migration takes time. I have been patient and nothing has been done now in March. I then decided to do a new application in March and now MTN personnels have been phoning me everyday but I answer and then the call just gets dropped. I am not sure what is really happening here.
0 replies
31 months ago
Bad customer service! No response! Order not fulfilled
I am so disappointed at this company. I have always seen people complain about their orders not being delivered and the lack of response from the service consultants but I thought let me give it a try and see. I placed an order on the 15th of November which was supposed to be delivered latest 28 November. The order has not changed the status since the 15th. I keep on following up and the last update I got was that the matter has been escalated to procurement. Yesterday I followed up and they did not even bother responding to my email. I am not even counting on the order arriving and just wish I could just get a refund.
2 replies
36 months ago
Lack of response on the claim- My consultant is not even responding to the emails I send her
I am not happy with how my claim is being handled by my consultant. I had an accident on Saturday the 3rd and I officially logged the claim on Monday the 5th of June. The car was taken from my premises on Monday around 12. I expected that the assessment was going to be done last week already and latest by Monday I would have received a report. Instead on Sunday around 17:20 I only got a message from my tracker indicating that battery has been disconnected so I am guessing that the assessment was only being done then. I have not received the assessment report and it is now day 7. To top it all my consultant is quiet and not giving any update. I have sent her 2 emails following up and she is not responding. I have also phoned and everytime I am told she is not available to take my call. Its her lack of response that gets to me even more. Also if its going to take this long to do an assessment. How much more about the processes that follow after then? I am disappointed by this.
2 replies
41 months ago
Poor service delivery
Torque IT is not responding to queries from the time you request a quote, during training and post training. When I requested a quote they took their time in providing it. I had to follow up multiple times. I eventually attended training in October now I am struggling to get the right course vouchers and training attendance sent to me. I am sending emails and no response.
0 replies
43 months ago
Great service from consultants
I have by far had great 8 years with Momentum Insure previously AF. All my consultants have been very responsive and helpful. I would like to applaud Anita, Aphila and Cynthia for great service. Keep it up.
1 reply
66 months ago
Excellent service
I am very happy with the way my cellphone was handled. The claim was finalised in less that a week and the service I received from the consultant was excellent. Brenda keep it up.
1 reply
72 months ago
Horrible service
My parcel was shipped on the 2nd on June and hasn't reached me even today. They keep on returning it with reasons that I am not available whereas I am always at home. I live in Pretoria but they keep on trying to deliver it JHB. The truth is these guys haven't been to my place even once. I am very furious now honestly. The worst part is that even when I try to call, I cannot go through and they do not even answer the emails. What kind of courier company is this honestly?
0 replies
89 months ago
Payment not allocated even though proof of payment has been sent
I have an issue with dstv regarding the allocation of my payment. So I always use the auto transfer option from my fnb account to the dstv account specified under public recipients and I use the dstv account number as payment reference to ensure auto allocation. I made this month's payment on the 30th of January using the same payment method but this time around the payment was not allocated. I then realised this on Wednesday the 6th of feb and phoned dstv and i was given some email address for me to forward my proof of payment which i did and my subscription was activated. The following day i was then asked to provide the account details i used to make the payment in order for them to allocate the payment. I explained that i do not have the details as i had used the public recipient on the fnb internet bnking. Today i received another sms saying that my subscription has been suspended because i owe R581, I then sent the pop to ********** I then phoned the contact centre again and this time I spoke to a guy who mentioned that he can see the proof of payment and that he will activate my service for 15 more days to allow billing to allocate the payment and he mentioned that he will also reverse the activation fee. When i got home my subscription was still not active and had to phone again. This is really an inconvenience as I have to use my airtime every-time this happens. Why cant my payment be allocated?
0 replies
Review Distribution
5 Star
2 (16.666666666666668%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
10 (83.33333333333333%)