Poor service from Sanlam for a simple request

I have tried through email, calling and a customer complaint via the website to change an email address to which I await a response. My son's account was linked to my work email address. I retired and now want to change to his. When you email Sanlam you receive a response that says that if the email address is not identified as a client address they may not respond. If you call and are not a client the call is ended. Despite explaining that we cannot access the online account as the pin is being sent to the non existent email address I keep getting directed to the online portal. Seems no one at Sanlam reads the emails and only sends standard responses. I was then told to download a document - yes on the website. No surprise it wouldn't download. I sent an email explaining with a screenshot and the response was to 'click on the download button; that I had already explained didn't work! How can service possibly be so bad from a large organisation?