No payment made to me claims I didn't fill in bank details which is a LIE

I submitted my two-pot savings withdrawal, the process is in payment stage AF claims they don't have banking details on the claim form. So how did I get a claim number if I didn't fill in all details?

I called their line *** the lady by the name of Pam answered, I explained the above. She then mentioned she would transfer me to the relevant department and I should select option one, agreed, whislt waiting to be transferred, the call dropped. I tried to call *** again it gives me "subscriber I have dialled is not present I should try again later" WOW, what a joke!