Disappointed

I've been trying to get someone to help me since 2 June 2020. I cancelled my Tax free savings account and every time I tried to follow up via email (because you cannot get hold of them via phone) the response would be "your request has been sent to processing"... eventually got a response that it has been cancelled but the savings money has not been paid over and I sent emails, downloaded the App and registered on their online site but nothing is happening... :( Now I'm unsure if I cancelled the correct policy.....