Zero Communication - Two Pot Withdrawal

My previous experience with Sanlam Life made me stop investing in my Sanlam Annuity. Several years later I want to move over the funds to a new company, Sanlam immediately phoned me and informed me that I will be losing a big chuck and promised to assist me further. I asked them to assist with a two pot withdrawal ont he 13th of November, got an automated response from after submitting the relevant documentation stating that they will complete the request by the 14th of January 2025.

Since then I have been calling and trying to get hold of the broker Thobani but can never get through to speak to any agent, or get any reply that is not automated. The only time Thobani phoned was when I wanted to move my money, and now they forget about me..

All I want to do is follow up if I submitted all the required documents, has Sanlam received a tax directive and is everything in order to get this paid out asap. They simply never get back to you, or pick up any phones, Sanlam boasts with this new AI assistant but when they transfer you to a real agent they never answer, hours spent on the phone holding.

I just want them to be better, this is real poor service.