Fairsure disrespects and ignore clients

I have been requesting my pension statement from Sibabalwe from fairsure capetown office for 2 weeks now, after sending the initial email on the 11.02.2025 there was never any reply from him, out of frustration I called them numerous times where I would wait on the phone anything from 15 to 25 minutes with no answer (i have call records). Eventually on the 24.02.2025 they picked up the phone and I was directed to Sbabalwe again, who spoke as if he was woken from a nap, he didn't even know I sent any email to him and when I directed him to the date, he nonchalantly said "oh ohk, I will send it to you when I'm done with it", no apology for making me wait for 2 weeks, just no care for clients at all. He had not sent the statement even now. I sent a follow up email today 25.02.2025 and he just ignored it. I'm not even getting an excuse why he has failed to email a statement for so long. Sbabalwe acts like he is working for his family business where he can do what he likes, I don't know if this is a reflection of what the company stands for and the level of respect they give to their clients. I'm supper disappointed at Fairsure.