I have recently moved retirement savings & life policy with Sanlam

I have recently moved retirement savings & life policy with Sanlam. From the discussion with the gentleman name Mark Johnstone, it was agreed that he will contact my current Life Insurance company prior to them as Sanlam doing deduction and the last deduction from my previous Life Insurance company should have been end of November and they were not supposed to deduct end of December. Then Sanlam Life Insurance was then supposed to kick in and deduct end of December so that the policy can start on the 1st of January 2025. However Mark did not initiate the above and therefore there were two deductions for the same policy. I have been trying to call, and messages to Mark and they are all ignored and no one is coming back to me from Sanlam.