Alteration quotation for the plan

Plan number(s): ***X5 Service request number: *** I am utterly disappointed in Sanlam. On Thursday, 27 August 2020 15:35 I sent in a request for plan amendment. The following day I got confirmation it was actioned.10 months later I'm told that "we have not received a request from the broker on record, to do amendments to your plan". Like I'm suppose to know the sanlam process .I have the copy of previous quotations yet sanlam refuse to make amendment. Can one of the "specialists" working on this at least update my policy as per previous quotation so that I don't have to keep sending documents.