Poor service and communication skills

Good day. I had a 3 0r 4 policies with them. The one for savings or investment is the one in question. I called them last year to make an enhancement. They send the form for me to sign requested my ID and banking details which I did submit to them this year beginning. They told me that it will take 5 to 8 days for me to get the money. Even today there's nothing happening. They called me to accept the debit check in order for me to get the money which it didn't make sense. I'm withdrawing from my investment. What does debit check has to do with it. They said because it is lapsed. Which I accepted the debit check. The customer service staff has been sending me from pillar to post. I don't want to be dealing with them. They have too much drama. What I needed was money to sort much issues. It is mine but to get it back from them is a mission. I won't go back to them. What if it was for funeral? I just want my savings.