BAD SERVICE

i was previously on discovery insure for my car insurance. i had vitality and used the fuel option at BP. the money for the fuel rewards i decided to use for the excessor fund. after sometime, i made a withdrawal of the excessor fund, however discovery mentioned that i could only take a portion, as it was on a revolving month basis and that the balance i would receive in approx NOV 2016/17 (?), of which i never have received. i removed my vehicle from the policy in approx MAY 2017. i mentioned prior to cancelling the policy that i had funds in the excessor fund. there was total confusion from your call centre re the removal of my car insurance and the amount excessor fund. i went from one consultant/department to another. nothing was ever finalised re the amount that was due to me. please can you advise .