Sanlam not updating payment information and not calling back when they have to

My name is Bonolo. So I called Sanlam to make an arrangement for my policy as i was afraid it would lapse, they assisted in giving me the amount i needed to pay, i made a payment and sent the proof on the 29th November 2024, lady assisting me assured me that I was up to date on everything. on the 4th January 2025 they sent an email saying that I am behind by 4 moths. I then sent an email asking what the problem is, why have they not updated my documents and payments. to this day no one has called back even after I have requested for a call back on the whatsapp chat line. My number is *** and I am not happy at all, not only did I catch up with my payments but i caught up for nothing cause i have lost a policy and money. I am not happy at all. I am very disappointed, extremely disappointed.