Turn around time to resolve complaints

Afternoon, I have written a complaint to sanlam and the responded on the sport say the are investigating, ever since the never came back, not even one question to show that the are really interesting, I attended my help by giving them the reference number without them asking to open the door for investigating still , was ignored till to date Clearly i am being silent nothing is being done to my case as the being **** all these times, all I want to know is how long is Sanlam turn around time to resolve a complaint or come back to a client, is any guarantee I will get my refund and these month I won't be ****** off my money , would I get my paid up later at the END I hope and believe Sanlam it's not a ****mer