I don't understand

I requested an encashment and cancellation by email on the 28th May 2018 ,and the gentleman who was helping me telephonically told me the money will be deposited into my bank account within 3 working days. Is sent the 2nd request on the 6th June 2018 and I was emailed the encashment form, but the amount stated in the form was different from what I was told telephonically,it was less. I sent an email requesting that the amount be recalculated /revaluate, they said they will respond within 2 days. On the 8th June 2018 I resent the very same email and again they said they will respond in 2 days. I phoned them on the 12th June 2818 but the encashment form was not sent although the lady gave me new amount that's supposed to be paid into my account. Will you please help me