No Explanation or Feedback given

On the 26th November I went to the Old Mutual Branch in Kerk Street Johannesburg and requested that they cancel my two investment policies. I supp**** all the required documents and I was given copies of the transactions and I also received two emails, each confirming that I am cancelling a policy (Confirmation that two policies have been cancelled). I was expecting an amount of around R47000 (R3500 from one policy and R12 000 from the other policy). I got a notification from my bank that R35100 was paid into my account by Old Mutual. I sent Old Mutual an email asking for an explanation as to what happened to the other policy and I was told that the money was paid into my account - I explained that the amount paid was for one policy and I even gave them the policy number for the outstanding amount and after that, no one responded to my emails.<br> If the instruction was to cancel two policies and pay the money into my account, why was I only paid for one policy and not 2? I want my money..I dont want to queue again at the branch to resubmit the request.