Poor service

I had very poor service from my sanlam advisor regarding increasing my contribution towards my retirement annuity. I was even told my policy will mature much later than what was discussed. The advisor has not rep**** to me in 1 year 2 months and when I call him his always busy and said he can't attend to my query as he has lost his friend. Is this professional behavior from a company we trust with our retirement needs? I'm in my 40's and need to increase my contribution so I have security in my old age. V Sarjoo