pathetic customer service

on the 1st of July 2025 i did a cash back on my sons Educational Policy. On the day, i was told that it would take 4-5 business days before the funds reflect in my account. This has not happened. I've been a very loyal customer with no short fall on the monthly contributions. Whats frustrating,is the fact that no one calls me,not even a message to say that there's been a delay with the payout. I've communicated several times with the agent who submitted the claim on my behalf ,who also tried he's very best but yet also doesn't get the support from his own company. This has by far been the worst experience I've had with Sanlam.