Tax directive for two pot

I am frustrated with Sanlam, I have sent multiple emails and called for my tax directive to be loaded without anyone assisting me. It is delaying the process of my SARS Efiling. I am worried that I am going to go into penalties. No one has made an effort to help me. I went to the SARS branch and they said there is absolutely nothing that they can do on their side because it’s a Sanlam issue. They can’t load a directive on behalf of Sanlam. Yet Sanlam is just mute.