WRONGFULLY TEXTED BENEFITS

with nothing but greatest confusion and disappointment , i sent an email to Sanlam regarding the money i was supposed to get , i went through their taxable amounts and mine was not part of the taxable scale , to my surprise when they paid out my money the amount of 2000+ was taxed , i still dont know how ands why and most unprofessionall thing they have done is that no one has even bothered to get back to me and address this .