Holding for 10 minutes, no response

I contacted Sanlam Sky at the beginning of December with a credit life claim, this in respect of a loan I took out with Direct Axis. On 14 December I received feedback to say that the claim was approved and that 3 months instalments had been released from 1 December 2021 to 28 February 2022. But my account was still debited on 23 December! I have called Direct Axis which apparently has a Sanlam department in-house but I can never get through. I have sent an email but still no feedback. Once I’ve keyed in my ID number not a single person seems to be available to take my query as I would like that debited amount to be paid back. I have even outlined in my email that Sanlam Sky has indicated that it will send the proof of the payments so that my money can be repaid. Please respond because I don’t have all the time in a day to hold on for 12 minutes for a call that never gets responded to. Disappointing