Sanlam Employee Benefits Unhelpful

I have been sent messages twice to *** in hopes to get assisted with S.E.B and still no one has contacted me. S.E.B WhatsApp, emails and phone numbers DO NOT WORK! I have been trying to get help with them sorting out my IRP5 (I'm a staff member who cant get help) so that I can submit my tax returns which they did not include 1 directive and due to this my returns keep getting rejected. I have asked this to be solved 3 weeks ago and NO ONE has gotten back to me. Do I need to escalate this on HP and take it to the PFA to get help with this simple request? Utterly disappointed in how this has been handled, I mean how do they ignore requests especially when clients struggle to get hold of them on their contact details? I need this sorted out ASAP