Echo bonus without help

In February I asked Sanlam why my Echo Bonus didn't update as I made lump sum deposits into my retirement annuity. Sanlam recently rep****, apologizing (which I appreciate), but failing to answer my question.

The Echo Bonus is supposed to take deposits into consideration. I created the account online, and don't have a financial adviser. If I can create the account by myself, I expect simple questions to be answerable without the need of a financial adviser. That is, I'm not asking for financial advice, I'm asking why my account balance is not matching my expectation.

I'm really disappointed in Sanlam. Additionally, when responding to queries, please consider putting more effort into helping your customers.