Complaint about no response from Sanlam and poor communication

I'm very disappointed in Sanlam. I paid for their Policy on the 27th of October, before I paid, I enquired how much should I pay at one of their branches and then did an immediate payment on the same day. Today, the 4th,they sent me an email, saying my policy lapsed. I phoned the call centre. The lady was just very confused and couldn't not assist. Poor communication too. This is an old policy from 2018. I've sent them emails, and proof of payment but no response. Sanlam is very expensive compared to others, the list they could do is provide excellent customer service.