I need my money back

Good day. My name is kagiso Kwenaite. My email address is ***. Today I called sanlam and enquire about my policy that lapsed months back, since I was not working..... I struggled to get hold of the lady who helped me with the policy, she's nowhere to be found and they when I tried call or WhatsApp the my I.D number is not recognized. So today I spoke to a consultant Sipho I explained and he assisted me and he said he mailed me a form of withdrawal. Since this morning no email no phone can't even get hold them again (call centre) they put me on hold for too long. And the money isupposed to get is closed to R5000. I am not happy with their service at all. They are very very giving poor service