Sanlam dissapointing service between depatments

after settling my personal loan with Sanlam personal loans i was promised a wealth bonus. The personal loan department referred me to the the wealth bonus department which referred me back to the personal loan department. Nobody has an idea on how to process this wealth bonus or has an idea on which process to follow. I am stuck with no assistance. There seems to be no communication between departments and no willingness to assist. Its a constant back and forth. Very disappointed .