Lack of Transparency / Poor Customer Care

I need to express my deepest concern on how my application is being handled and the poor communication that I have received via their "Dedicated Help Line". I have had my investments with RSA Retail Savings Bonds for several years now and due to the maturity of the investment, I requested to have a partial amount withdrawn. The application was sent, with all required documentation attached, on Thursday 6th November 2025. I then followed up with an email on Tuesday 11th November 2025, requesting confirmation of receipt of my application. That email was sent at 10:42am, then came the reply 1 minute later at 10:43am.

At approximately 14:11pm that same day I proceeded to phone their Help Line to confirm the turnaround time of when the payment of the partial withdrawal will be processed. I unfortunately cannot recall the name of the consultant I spoke to, but my experience was less than forthcoming. She was increadibly vague when addressing my query and informed me that turnaround time will be 15 working days; contrary to the 7 working day turnaround time stimulated in their Terms and Conditions, FAQ's, Documents/Forms and the Fixed Rate RSA Retail Savings Bonds Booklet, for investments older that 12 months. I asked her why the sudden change to a lengthy 15 working day process despite the information given on the application form; she reported that it's a "new policy" and that this still needs to be updated on the website."

So now I ask you; would anyone deem this lack of transparency acceptable when dealing with individuals investing capital into the country? Why was there no notice sent out regarding these implemented changes? Was the consultant being truthful? Was my application reviewed thoroughly upon receipt? Why did it take so long for confirmation of receipt? And lastly, why was the reply to my follow-up email sent within a minute of my sent email? It seems to me that these applications are not reviewed within a timely manner or with a sense of importance... and the lack of interest from the consultants when addressing the investors is appalling.

This **** is happening thoughout so many different industries and should be addressed. A more sympathetic approach should be implemented when dealing with absolutely anyone; as it starts with good Customer Care Service...

The above was already sent through to complaints@rsaretailbonds.gov.za but I am yet to receive a response...