There is no efficiency at Sanlam

I have requested documents from SCClient care on the 22 nd May,when you sent an email to it it doesn't give you a reference,I also mentioned it as a complaint on hello Peter last week the 29th...Amelia was the lady assisting me at Sanlam complaint..on Friday she said the document was sent to that department manager it's on his/her table,by Monday the 1st if I don't receive it,I must sent her an email,she will follow up ..yesterday Monday I did sent an email,she said she already escalated the said manager did not come to work.today I sent an email to Amelia,it looks like she as well is not at work.So does this mean in a company as big as Sanlam,if one manager is off work,all the clients who depend on that manager are in trouble..it's just a document...my mental health is at stake with Sanlam..