Worst customer service and query handling!

I have a retirement annuity with Sanlam. In December I requested that they reduce my premiums going forward as I’m having financial issues and therefore can’t pay the initial premiums. It’s been back and forth since and nothing has been resolved. In January they debited the same premium and now for February they debited my account double! Instead of reducing the premiums they did a double debit!! They take forever to resolve queries. Their customer service is the worst! I’m so disappointed with Sanlam.