Sanlam retirement annuity service is horrible

I have a provident fund / retirement annuity with Sanlam and have been battling for 2 weeks now to get hold of someone to help me on my policy. I've sent numerous emails to 4 different email addresses and phoning them is more useless. I once held on the line to speak to an agent for 15 minutes and eventually gave up. The previous time phoning I held on for 9 minutes with no answer. My debit order never went off this month and I'm battling getting hold of anyone to assist me. How horrible!! And now I'm very worried my policy may get cancelled all because I've been struggling for so long to get hold of someone.