Excuses on why we cannot receive our Insure Funder Account Amount

Would not recommend for anyone, we let our monthly amount be paid into our Insure Funder Account, when cancelling they have stories on why you cannot receive your half of the amount that is due to us that was in the IFA. When I first phoned them to cancel they said the full amount is due to us, when following up on why we only received a small portion of the amount, now there are stories. I never claimed anything on the insurance and have a few portfolios with them and they just don't care