useless, pathetic and infuriating service

I have a savings policy with Sanlam and I requested a cancellation and payout since the 27th of March 2020, I spoke to Garreth Bouggart on a number of occasions and he assured me that the matter will be escalated and resolved, it's been a full month now and I still have not received my money, I received correspondence a couple of days ago requesting me to print out a PDF form and fill it in and send it back, I'm not sure how Sanlam expects me to do that during this lockdown, there's no access to any internet cafes and notwithstanding that, I can't even go to town since there's lockdown, it's really stressful that in this time where I desperately need my money, this company is making it difficult for me to access my money, they expect me to risk my life and go to town to jump through these hoops or they want me to starve while they are hoarding my money, this is pathetic service and I was promised, at the inception of this policy, that I can access my money anytime and also everything was concluded electronically and telephonically when I bought this policy, why can't it be the same when I claim my money? This is really unacceptable, I have been more than patient and I now am very angry as I feel that this company is making a fool of me now...I hope never to deal with such incompetence in the future and after this cancellation and even after the lockdown is over I never want to deal with Sanlam ever again, they have proven to be uncaring and dishonest.