Santam - bad customer care

Can somebody please advise? Santam is a great company with terrible customer care. I sent an email to them - in Afrikaans - with a question that I wanted clarity on. I got a reply in English from somebody who clearly did not understand my question. I sent a second email in English, with the same question. In this email, I also asked if Santam had changed to an all-English company, which I am not aware of. I received an email informing me that they have referred my question to my broker. If I wanted the broker to answer that question, I would have sent it to them first. The next email I received from Santam said, "Your case has been resolved." And, believe it or not, they added a sentence - Do not hesitate to contact us should you require any further information. Hahahah!