Getting ignored by Sanlam

I am curious about Sanlam. I had a pension fund with them in the early 2000's. I left the company, but there was a portion of my fund that wasn't paid out. One of the guys that work for the company picked this up and contacted me about a year ago. I duely contacted Sanlam and they agreed that there was an amount outstanding.

I filled out all the forme that they sent to me and returned them and everything went quiet. I sent several mails and got a reply on one.

About 8 months later another independant company got hold of me and told me they had been outsourced by Sanlam to do the claim. I again filled out all the forms, and they were once again submitted to Sanlam.

And silence. I have emailed them and don't get replies. I call and get put on hold for 30 minutes and cut off.

From what I remember Sanlam used to be a reputable company. Is this just my bad luck, or do all their customers get treated this way?