Sanlam: What service?

I am a Sanlam customer for a long time and have a few policies with them. We (my wife and I) am now at retirement age and some of the Sanlam investments are now ready for payout. For instance, one investment from Sanlam (in my wife's name) was ready in April 2022. However, I got first communication from Sanlam in September 2022 (and that was in snail mail). They have our current e-mail addresses. I requested that the investment be paid out into the bank account that was paying the monthly investment. Their reply: "The communication was not sent from the correct e-mail address." And then no other communication from them. How do I deal with this? I looked for the closest Sanlam office (it was in downtown Vereeniging) and we went there. It looked like a typical government office with many chairs and many many people waiting to be helped. So that is not going to work for me. Then went to their website and contacted them. In my message I said that I am working at an area where cellphones are not allowed and I am not going to answer an unknown number. I however need correspondence via E-mail. I also requested that someone from Sanlam contact me to make an appointment for an in person meeting. 20 years ago I had a broker but he disappeared. So 10 minutes after I submitted the request, Sanlam called me on my cellphone. (I requested not to be contacted). I answered and the lady (was she from Sanlam?) requested for my ID number. I provided that and told her that I man not giving out any other info. I again requested that I need to speak to someone from Sanlam in person. So a few days went by with no contact from Sanlam. Then an e-mail with a survey of my communication with Sanlam. There I said that service was non existent and I give permission that my info can be provided to Sanlam for feedback. This is now 4 weeks later and Sanlam have not contacted me yet. What do I need to do to get action from their service department?