Poor customer care

I had my company retirement plan with Sanlam. I left my employer beginning of this year and asked for a transfer of my funds to another funds management firm and also requested a small withdrawal. Sanlam processed my request but failed to submit the necessary documents to SARS, now SARS is on my case and has rejected my return submission. I've asked Sanlam multiple times to assist, at first they said I must contact the new fund management firm, of which I did but the firm confirmed that Sanlam is the one that must submit the directive (same comms as per SARS) now Sanlam people are ignoring all my correspondence for assistance. Very poor customer service, considering that I have another product with the company.