PROCESS MY CLAIM ACCORDINLY!!!

I have submitted a claim form and indicated that I wanted to withdraw a certain and transfer the rest to my new fund. I keep calling them almost every day to check if the claim was submitted according to my request and I was informed that everything is according to what I have stipulated on the claim form. To my surprise, Alexforbes decided to go against my request and withdrew all my funds. When I noticed this morning that the amount I received is more than the money I expected and tried to call them to find out what's happening? I was told that yes the I aware the issue and the manager will call me back me discuss this matter. I told the agent I am not up for discussions I want to understand why was my request not followed. The agent tried to add the manager to the call but she never answered until the agent dropped the call while I was holding. What kind of disrespect is this? I want this issue resolved.