Retirement Fund Value Drastic Drop and no headsup whatsover

I am soooo utterly disgusted and dissatisfied with the service from my retirement holder which is Sanlam.At first i was told no one knew where my balance was for the retirement and later i was given a balnce which was 20k short from the previous balance..no one was able to give me an explanation as to where the money has gone to.A few days later i complain on this platform and told me they would investigate and suprise suprise now its 37k short

"Fund Value

Regrettably, due to negative returns on your investment portfolio, your final benefit decreased since the previous statement was issued to you. If you require more information about the negative returns on your investment portfolio, you can contact the Fund directly####"

After my complaint was lodged only one attempt was made to contact me around 8am and when i did not pick up that was that.I needed someone to explain my fund loss and advise so i can make a decision that will not affect my investment or seek advice ..no one bothered to do that and now they are telling me a payment of less +_40 has been made.Who does that? If i had forced the matters to say withdraw even if that is the case i would be at peace..no one even communicated when they discovered that the amount was this low.

I know Sanlam will be quick to come and close this complaint in the morning as if its resolved.