Unwilling/Not capable to assist with wrong directive number

I have sent numerous emails requesting them to help me with a directive number on SARS efiling. I am being penalized because I can not submit the return because the directive number is incorrect and SARS is requesting the Employer/Fund Administrator to rectify the the problem. After a few failed attempts to be assisted by Alexander Forbes I am still not able to submit the return and nothing has been done yet. Now I do not even get any reply from them any more. It looks like they have a don't care attitude..... (not my problem). If this is the kind of service I will never join them or recommend. It is unfortunate that the previous employers I worked for is/was using them but me myself will not join or recommend.