Pathetic Service from Sanlam Personal Loans

Pathetic service from Sanlam Personal Loans, the customer service number *** is a joke. Today 20 April 2021, after punching in ID number, there was complete silence and then eventually a voice said I was going through to an agent, there I also waited, I waited in silence for about 7 minutes and eventually hung up without talking to anyone. On the 23rd April at 12:04 pm I requested a settlement amount via email after getting no joy from customer care line, I was on hold for about 5 minutes and I made 2 calls on that day to the 021 number. Eventually on the 28th April 2021 I received an email from Nicky Hill at 06:18 pm with my settlement amount that was valid for that day only (I transferred funds immediately), this is such bad service from such a big company. Interest is charged daily on personal loans, and I believe had I received a settlement amount on the day that I requested it, the amount would have been lower, I want a refund. Why should customers send Proof of Payment via fax? I do not have a fax machine. Please can someone phone me back regarding my complaints...