Poor service

The struggle of getting assistance with Sanlam is getting, I never got help from their WhatsApp line about a month ago, and today after holding for such a long time, I finally managed to speak to an agent and 35 minutes on before concluding my query I was cut off, not called back and when I called back I am told to start the process all over again. And this query is just about something they could have easily sent it to me before going to look for it, or simply have access on it online