Service regarding instruction from client for retirement

We submitted an instruction for a clienbt's retirement on the 20 th of October. After that we got no response from Sanlam at all, only the auto response message. We have followed up about 8 times and this week received from Limokelo a call with ***, on the 8 th of November.who promised that Sanlam will contact us the next day as to where the instruction is in process. So far Sanlam has still not respond, gave any feedback. The service is non existing and it is a horrible experience and the worst ever experienced in the industry. To take in mind that there is a client that we need to explain this to and who needs to receive an income, and we have no words, besides to advise our clients not to deal with Sanlam at all.