Poor service from Sanlam

Dealing with Sanlam has become a nightmare. To deal with Sanlam is like dealing with the government, since both entities are huge burocracies. On March 4 I contacted Sanlam due to a double deduction of my monthly contribution towards a pension for my domestic worker. The nightmare began with phoning Sanlam's general number which leads you in the vaguest ways to nowhere. I decided to use email in the hope that my request might land up at the right department. I must give credit that I received an automated acknowledgement for my query. The problem is that from one email that I received the following day was that the reply dealt with another policy completely unrelated. The other email states "we are unable to finalise your request, as the product not being in force, and therefore provides no further benefits." What does that mean? I have been paying into the Absa fund for years, which was taken over by the Sanlam Small Business Provident Fund. Not that I got any information about the takeover. Nevertheless, why did they deduct double the usual amount if they have no record of it. I shudder to think what will happen (or rather not happen) when the policy matures. There also seems to be a lack of interest in sending any annual updates. This is now ten days later and I think gave ample time for Sanlam to endeavor to give me an answer to what seems to me a small problem.