CONFUSED AND DISAPPOINTED

I requested assistance from Sanlam on 10/08/2023, regarding my RA. After 2 weeks of no response i call them, i was told someone would call back later that day.(Friday 25/08/2023). Sent an email yesterday asking when i will be receiving assistance - response call will be made today - 31/08/2023 why would it take 3 weeks to get assistance? Today i get an email @08:55 from Janine Carolus, does notconfirm my number - perhaps she dialled the wrong number as i got no call from Sanlam today. after responding to her email, i get a response say i must wait another 3 weeks for assistance. WHY