POOR SERVICE FROM SANLAM TO THEIR CLIENTS

Good morning This is about the bad customer service I have received experienced in Sanlam, I have been having policy with plus minus 9 years now. I only realized this year that I was suppose to get cash back after 5 years, off Which I never received. I visited their offices and it was confirmed that payment was made April the 4th 2017 to my closed old bank account. I went to the bank I got confirmation letter that my bank was closed 2012 Dec, I have submitted the documents to them with my ID, letter from the closed bank, and the note saying I never received the money with my active bank statement bank. This was done on the 7/02/2020, strange enough when I makewas follow-up on the 14th they said they require my bank statement, I got confused what bank statement yet I gave the proof that the bank was closed Dec 2012 and you deposited the money Apr 2017? They gave different account number to me, I asked where did they get that account number, yet on their branch the account the money was paid on is my all bank account, they couldn't answered that, they said they will get back to me Monday, surprisingly they never come back to me I had to call them my self again, still nothing resolved was promised by Amanda Mabuseka that Tue before 10 she will get back to me again she never kept her promise had to be the one calling. I asked a simple question what is their turn around time to resolve a case it was mentioned that it's 5 days strange enough this case it's like plus mines 8 days now still not resolved. It is pathetic to be loyal customer but never be assisted in a proper manner, their service is disgusting they just don't look after their clients at all. I never expected such a poor service from Sanlam