Sanlam bad service

Hello Peter Please help. I cancelled my rerirement annuity with Sanlam in April,completed all documentation and sent back on 22.04. On the 24th april i follwed up with a call ,and they confirmed that my request will be completed on 15th May. I called on the 12th May ,noticing no tax directive was issued,where i held on for 1hour 31 min before a consultant answered and told me that my application was not touched since 24th april the day i called. So Please can someone tell me ,do people work to provide a service to cuatomers or just to collect a paycheque... I am so dissapointed at the lack of urgency and no acknowledgment from a manager to apologise for the inconvenience. Not just is it bad that no one touched my application which the consultant was honest about,the fact that i had to call several times ,held on so long and still no help. To date no money in my account,im really dissapointed.