Simple request - 7 days later, 2 department referral e mails - no closer yet!

Terrible. I have had this issue with Sanlam before. It is so efficiently added onto their website to submit an online request and an adviser will get back to you. The initial request was sent on the 10th of November. Today is the 17th and I have since had 2 separate e mails, stating that the enquiry will be sent to the relative department. I simply asked to get a will sent to me to complete that I originally received in Afrikaans, but the terminology was too confusing, so requested for the English version. First this was requested from the broker more than 10 months ago, to now eventually try get it from Sanlam direct seems to be just as pointless as contacting the broker. When will they sort this sort of response out? It is highly frustrating as a long standing client of theirs and I am embarrassed FOR them!!