Sanlam bad services

I contacted sanlam to cancel my annuity policy ***X3, after a few emails they send me the forms to fill in and send back. I did send back the forms immediately. After two days when I did a follow up about by when can I expect the payout. They send me the blank forms again to fill in. I rep**** by send the completed forms again and still no one can tell me by when can I expect my payout. This is really bad services