After my original complaint pertaining to non-payments to beneficiaries of the provident fund for my deceased domestic worker, a Sanlam representative contacts me, confirms the system has recorded activity for Aug 2022

After my original complaint pertaining to non-payments to beneficiaries of the provident fund for my deceased domestic worker, a Sanlam representative contacts me, confirms the system has recorded activity for Aug 2022. They will verify why there was no further progress. Today I receive an email: There never was a policy for my domestic worker (I paid for 11 years). After 12 months of correspondence all records dissappeared?