25 days to answer a query

On the 4th August I sent Sanlam an email asking a couple of simple questions regarding future costs on a contract that has just matured. On the 7th August Sanlam rep**** saying that I can expect an answer on the 29th of August. How can it take a major SA financial institution 25 days to answer a couple of simple questions from a client. What has gone wrong at Sanlam? Why should I retain the investment with them?