no encashment made

I have faxed the relevant forms to cancel a policy including another bank statement for my alternative bank account as the one which they debit from os faulty. I was requested to refax the statement for the alternative back account which i did and they have not given me anyfeedback where as they are quicke to say they stick to their guns. They say payout is done within 8days bt its been waaaay over that and to this very day i have not recieved any feedback nor any of the encashment amount that is due to me. Im very upset with this pathetic servive they have given!