No Response on bank details request

On the 22 January 2020 I received a text message stating that my Retirement Annuity was in arrears. I called Sanlam to find out what had happened and the lady I spoke to explained that, on the 7th November 2019 they sent to my HR department a stop order for my Retirement Annuity premium increase. I asked the lady to have the person who claimed to have emailed the stop order to my work place to forward me the stop order so that I can see who it was sent to and by whom. She instead attached the copy of the stop order and sent it to me and this showed the date on which the stop order was done by them but no proof that it was sent. I also asked the lady why the stop order was not also sent to me on that day and she could not answer me. I printed it out, took it to my salaries department and they told me that they never got such an email from Sanlam. I then did not know who to believe. That same day I sent an email to Sanlam through the same email that was used to send me the stop order requesting their bank details so that I can deposit the balance owned to my Retirement Annuity and up to today I never got a response. I then sent an email to Tania Ross explaining this situation to her and mentioning the bank details that I have requested from and up to now I never got a response from her. I went back to my 2017/2018 email I managed to find Sanlam policy bank details that was given to me when my policies were in arrears in 2018 which I used to deposit the R587.01 that I was behind with. I never got a response from them. I emailed the proof of payment to the consultant who came to see me last week with regards to the issue I reviewed on this site last week and he promised to submit it to the relevant person so that its placed in the correct policy.

After my first review a lady Tania Ross who did her own investigation on the three policies stated that after the lapse of my Risk policy 8 more payments were made to the policy and she requested my bank details so that I can be refunded. I sent her my bank details yesterday and she has not responded not even acknowledging receipt of my email. I also learned that the two culprits who were the cause of the lapse of Risk policy have since left the employ of Sanlam.

I got feedback from Alma Nefdt with regards to my previous complaint/review Sanlam refused to reinstated my Risk Policy. Their argument is based on some letters they claim to have sent to me on the 31 July 2018 with the heading Payment Position of your plan. The other one dated 18 July 2018 stating that my plan have lapsed. I never got these letters from them and when I look at the dated they were already sent to me late. I learned on the 24 January 2018 that my policies were in arrears, a message stating that was sent to me at around 09: 48 and at around 12: 57 the same day I got an email stating that my policies were in premium warning and this came from the consultant Martin Gouws who introduced the plan to me. Again at the same time 12:57 another email from Martin Gouws stating that I am not in arrears. I will paste that here:

Hi Robert,

I tried calling you. You are not in arrears at all. You are in Credit and once you sign the stop order form the credit will be transferred to your Risk plan, meaning the stop order for the risk part of the policy will come in to effect March 2018.

This whole thing became so confusing and I ended up not knowing what was going on. What is so bad is that they never send you email when you in arrears for a month insurance companies always wait until you are four months and more behind depending on the amount of premium you are paying a month before informing you about your arrears. They want to put you in a situation where you will not be able to pay the arrears so that the policy will lapse and it goes into the coffers of the company of place you in a situation where you end going to borrow money in order to pay the arrears and getting yourself into further debt. This is one of the worst experiences I have had with Sanlam they I just bad.