Refund on cancelled policy - red tape making refund impossible - please help.

Nedbank sent me a letter a couple of years ago about a policy that I had paid funds into and did not finish paying. They wanted to give the money back to me. I went to a Nedbank branch to get the funds and no one could provide me with the correct forms I had to complete to get the funds. Ater saying they'll come back to me (they never did) when I tried to contact the same person they said they no longer worked with this. I need some assistance please.