Two pot system

Good day

I have been calling Alex Forbes since Monday without any success in regards to the claim i put in for the two pot system , i uploaded my banking confirmation letter and everything that was asked but when i going onto history to check my progress there is no progress or account information regarding the progress and when i try to resubmit it gives me a message saying you can not submit another claim for this tax year but there is nothing on history and I'm actually no longer interested in taking that money so i want to cancel the claim if there is a valid/existing claim. If someone from Alex Forbes can give me a call ASAP i would really appreciate it