Sanlam poor customer care

I am a client of Sanlam for over 14 years now. Throughout these years I have signed up for new products/policies and paid my premiums diligently. November last year I requested a new debit order date since my monthly salary payment date had changed to the last day of the year. To my surprise the double deducted payment from my bank account without even informing me prior to this. No one at Sanlam cared to explain the implications of the change of the debit order date. Only after I made several enquiries this was explained to. However, this same policy was cancelled on 14th November but still payment was deducted. Again, I contacted Sanlam multiple times to find out what was going on. At first (early December) I was told that the money was lying in their suspense account and will be refunded to me but they CANNOT TELL WHEN THIS WILL HAPPEN. On the 3rd of this month (January) I received and email that informs me that amount was included in the policy funds to be transferred to my new policy (implying that they gave me wrong feedback before). On 2 January again payment was deducted for the same policy that was cancelled in November already. I called Sanlam Service Centre again to make an enquiry. They realized the mistake and said that I will be refunded. Next thing I received an email explaining that there is a 25 day clearance before they can refund me or I have to write a declaration that a will not stop payment from my bank should they want to claim it back, but this is also SUBJECT TO MANAGEMENT’S APPROVAL. On my part I emailed the written declaration and two days later I am still awaiting their approval. All of this has caused me a lot of airtime and data as well as missed payment of other accounts due to Sanlam inability to communicate timeously and clearly. If I knew about the amounts to be deducted from my bank account I could have planned and made arrangements with the regard to my other accounts. This situation has and still is very stressful to me. I am deeply frustrated and disappointed in their pathetic service.