Sanlam service

We requested Sanlam to sign a form for one of their clients in August 2023. Up to date (May 2024) we haven't received any reply. We tried to phone them - no answer. Another email was send to them 7 days ago - still no reply. How is it possible that you can't get hold of a company like Sanlam. This was reported to Sanlam's Head Quarters, last year. They told us they will follow up on this. Nothing has been done.