Lack of customer services - Sanlam Sky

I am writing this review on behalf of my mother. She had three channel life policies that were taken over by Sanlam Sky. In December, they deducted the premiums early before the agreed date and she had no choice but to reverse these transactions. Month end came and they did not deduct the funds. I tried to call them but I waited for 45, 50 and an hour on three consecutive calls. I then decided to send an email. I got an automated reply saying that the email was sent to the relevant department but my mom never received a call back. I sent a second email and the same thing happened. As an elderly person, my mom is now worried that this will affect her cover but we do not know what is happening as we are not getting hold of Sanlam. It is shocking that one has to struggle like this for an administration query. Makes me wonder how their claims processes get handled.