Horrible Service

I am being dodged by Santam for a while now on a clear issue. A call was pulled and listened to and they indeed have confirmed that info that was supposed to be given was not given on that call. This has been escalated to the decision making team and it's been months of waiting with no feedback. I have called and followed up a number of times and i get the same answer that Team Leaders are waiting for managements decision. Seriously, how long do your decision makers take???