Unacceptable Service

I need to draw the cash component from my Funds at Work policy, i have sent the documents and every second day i follow up and every time new documents are requested. This Morning i phoned to follow up and i was told they need a bank statement which i sent. i followed up just now asking if there's any progress and was told they need some or other instruction. I spoke to another lady who asked me why i sent my bank statement as they have my details. These are delay tactics or staff are deliberately messing customers around for what ever reason.