Poor Dishonest Feedback

I was sent an sms to say a retirement policy had matured and i should contact them despite 6 e mails it took them 2weeks to contact me. They then sent me a form to complete and return this was done and 2 days later without an appology they said it was the wrong form. When looking at the form there is little to no difference. I have been requesting that a senior manager contact me but i am being ignored,