SANLAM- Very disappointed

I have a policy with Sanlam and communicate with them on WhatsApp as well. I have been experiencing financial difficulties which led to me skipping a payment for 1 month. before this, I asked and requested a call back via WhatsApp and the agents told me that because it is a chat service I need to call. I called and asked for them to call me back cause rates on call are ridiculously high. Anyway, they agreed but never came back. Thinking and chancing on every contact us platform on the website ( Sanlam Indie, Sanlam Sky, and Sanlam ). They didn't even call me or respond via email at least. but when it comes to payment I am getting these SMS's that I have missed my payment which is dearly disappointing. I just need to speak to someone and make payment arrangements, that's all. Not to claim. You are a trusted credit provider and insurance company that has a living good standard. I don't know what happened. The service is plainly awful when you speak to one of the agents over the phone as if they do not want to speak to a client. You wait forever in the phone queue, but if they have to call you in regards to presenting a quote, you must dedicate a bit of your time to it even if it's taking longer than expected. This is really unfair. You cant get what you want and do not want to keep a client satisfied.