Poor treatment from Sanlamdirect Axis personal loans

Loan Acc BNU03654K. I took a loan with Sanlam Direct Axis. I have been trying to get a settlement for the loan but the company keeps on ducking me. I used the email: *** quoted I'm my statement but no response and not even acknowledgement of receipt of the as caring big companies usually do. I sent them about three mails with no response. I called them and was told to use the mail complaints@sanlamloans .co.za, or ***. Still no response from both emails. I settled the amount in the statement and sent them proof of payments, still all my emails have been ignored. Are decent big companies like Sanlam expected to treat customers, who ensure their survival and growth this way???