Unaccountable Sanlam ignores client who has been with Sanlam for over 30 years and subjects verification to costly irrational call-back delays

After 30 years of patronage, I had to revert to Sanlam online to transact. When I tried, I was told an upgrade is needed, and I duly completed the form and AGAIN for the dozenth time provided important personal documents. There was no mention that this was subject to phone conversations, let alone that I as client would be required to phone Sanlam to get service. To avoid the costly nightmare that it nowadays is to call call-centres, is exactly why I tried to move online. Nonetheless, three days later I received an email (yes, my email has been verified for years and all my personal documents are entrusted to it by Sanlam, so why use a weaker medium namely phones??) from Wandile Mhlanga saying I've been called but didn't answer, now I must call back or provide dates, to sort out my upgrade. I find that insulting, like the forced use of English. I have no proof that I was called because nobody left a message - what kind of business conduct is that, how must I verify that I was really called? Again I obliged by providing two dates on which I will wait by the phone for Sanlam. I have now sat waiting by the phone as promised, but nothing happened. Now I have no idea is Sanlam going to upgrade my account as promised, what is going on and why the absence of messages and replies to emails? What kind of business is this? When did a phonecall become more important than all the documents I provided in addition to my thirty-year-old account and verified email for many years, and how can a business service clients with this kind of haphazard communication protocol, no replies, no messages? I wanted to increase my investment with Sanlam before Christmas but am unable to, so I am looking to other businesses who do this properly. I cannot keep waiting by the phone forever, I am going on leave, email janmconradie at gmail dot com or give me options other than your current motto of "call us or nothing happens, we don't want your investment". The last day I can wait by the phone is tomorrow morning 16 December which is a holiday, so your delay has now blocked any chance of me transacting online this year? That is very bad service.