Sanlam corporate employee benefits (retirement plan)

My company took care of submition process's I filled in every section I was asked to do ,sanlam acknowledge my documents and did verify that that section was completed,now after 3 weeks they are asking for tax reference number that was provided to them in my submission,I still sent 3 emails and sent it even my manager did it on my behalf after a week now again I just got an email asking me for the same thing.I have been trying to reach out to sanlam without success because they always claim to have high call volumes I wanted a lot of airtime trying to sort out this but I failed even their what's app system sucks they will tell you they can't pick up your ID then close the chat.Their service is frustrating and disgusting! This whole thing will delay my payment I hope they sort this and also consider the time wasted by them during this process.