APPALLING SERVICE !!!!!

Hi I absolutely disgusted and dissapointed with the appalling service provided by sanlam in conjunction with direct axis It seems when they want to provide a client with a loan they more than willing to assist but when I now want to apply for my retrenchment benefits no can assist me I have sent through my documents as requested to sanlam and have received no feed back since the 25/11/2020 I have spent hours on the phone trying to get some feedback and information on the claim but each and every department cannot not assist and I am then transferred again, The person assisting me over email responds to no questions and pleas for feedback It seems that no one can assist because no has any info regarding my claim yet they have the info to debit my account ????? Shocking !!!!AND POOR SERVICE of no help whatsoever