My wife is a registered Sanlam Shareholder. She called the call center to arrange for her dividend payment to be processed, but the agent informed her that he personal details has to be updated. They then asked her to mail a number of documents including proof of residence to them. For the proof of residence I needed to provide a certified copy of my ID, my proof of residence, marriage certificate and a letter stating that we are married and that we live at the same address.
She mailed all documents on the 18 June. We then called Computershare on the 25 June and they confirmed that they received the documents and it would take 7 days to process. On the 3 June (7 days later) we called the call center only to be told that the is another document that we need to complete for proof of residence and that they would email the document. When a call center agent tells me they will email the document, I expect it in a couple of hours. One day later and I still do not have the document. I called the call center today and they told me that the back office takes up to 48 hours to send an email (absolute nonsense!). Another 2 weeks at least just to get the personal info updated (poor service!)
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