Layby cancellation and relocation of funds to another order

I am extremely disappointed in the service I have been receiving in your online platform, I have sent countless emails, but no one seems to get back to me,

I have made a layby online and cancelled it and wanted the funds to be allocated to another layby but it's been over 2 months no one getting back to me I have emailed Lee Ann Bell *** but no way forward nothing even with this email address nothing ***

Can I please get feedback o***0 ***