Sanlam investment/savings a total joke.

The service at Sanlam is so unprofessional. I made a part withdrawal from my investment because I had an emergency and they did not respond until the fifth day at almost midnight. I received an obviously automated message saying my documents are not complete, which is not true. Prior to the sms I had already called in to find out the status of my claim and I was made aware for the first time of a clause that says I can only withdraw once in the first five years from my savings therefore the claim will not be completed. I was to told to expect a letter regarding this and that more information will be entailed in the letter regarding further steps I may be able to take. I never received a letter and at this point I am told I cannot access my savings even though I have a valid reason to because of that clause I mentioned earlier. Now this is ridiculous if you ask me because why on earth would you think it's OK for you to withhold my savings? At this point I am even told that even if I fully surrender this policy I will still not get access to my funds until the five year mark and even then Sanlam will charge me a penalty for surrendering the policy before maturity date. Now for such a big company as Sanlam this is embarrassing. These people are running a ****. These rules are ridiculous and obviously are put in place to take advantage of people. I am not happy at all with this company.