refund due to me

received letter that there is money due to me, i need to fill out a form and submit asap and this is after 3yrs of my termination on this fund, i phoned in to find out if this is correct before filling in the form, i was assured it was,on a recorded line and the agent told me they were instructed to pay me back that money and then i contacted the broker that was assisting us when we were recruited for this medical aid benefits she too agreed and confirmed the money is due to me, i have monthly statements also stating im owed the money only to fill in and submit and get a letter saying oh sorry its a mistake sorry for any inconvenince caused. r these ppl for real or what???????????????????? i want my money that is owed to me...........!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! what kind of a fund is this????????????????????????????????????????????????????????????????