Sanlam
After paying premiums for 38 years

I have a couple of annuities which all mature during the current year. After numerous communications with Sanlam I decided to transfer the proceeds of the policies to another insurer.
On the 10th of April I requested, via the internet, that the required documentation be mailed to me.
The response informed me that my request would only be processed 5 days later.
Lo and behold 5 days later I do get a response.
Firstly it states that the 38 year old policy that matures on the 1st of June is "Unfortunately not active anymore"
(I guess that in anticipation of it maturing it has been moved elsewhere WITHOUT INFORMING THE CUSTOMER something which the agent should have been able to establish and would not invalidate my request)
Secondly it states that the information I require is attached - but the attachment is only a copy of the email that I sent!!
Not wanting to enter into a conversation with a turn around time of 5 days I hope that this route will illicit a decent response.