Disappointing and sad service from Sanlam

I opened the retirement annuity online from Sanlam two years ago, paid the premiums on time and even increased to R1000pm. In November 2018, I fell so sick and was subsequently unable to work until January 2019. I called Sanlam when i noticed that my premiums were behind, and asked call center(forgot to take the name) to assist me to ensure the policy was would continue. I received forms to take to the bank for stamps to confirm my bank details which does not make sense since my account details are the same. My work is demanding and I travel countrywide on a weekly and monthly basis, so standing in queues for Sanlam was not going to work. Now i called, i get a very lengthy and annoying story of thisng aI need to send, on top of that i am told I must pay R6700+ inorder for the policy to be activated, where will I get the money. when i say i want my money i am told i wont get it. the service at Sanlam is disappointing and disturbing, i regret ever putting my hard earned money with them. i am stuck as I want to save money for retirement, i still want to save with them, but there is no way i have the money to pay upfront, when in January 2019 i requested help, the money would have been paid, I need help I'm frustrated and feel taken advantage of. I don't know what to do, I feel trapped. I want the normal debit order to kick in on April 30 for R1100 as it was the last year, how is this so hard. Help, of i, will be reporting this to the ombudsman, my rights as a customer are violated.