Pathetic service

I have a retirement annuity which I requested to be cancelled on the 12 of May and was advised that I needed to complete a form for the cancellation to take place. I sent the completed form on the 14th of May. I called on the 16 to confirm if the form was received and completed correctly, I was advised all is in order the matter is with the relevant department. On the 28th I sent follow up but the response I got was that I needed to send a signed and dated letter in a PDF format. I'm on the call waiting for assistance as I write this the call is over 35 minutes. the lady in says she can't see the form I completed and giving a whole different story than what I was advised. I was told that since my RA in question has less than 15 000 I will get a refund. Nozuko Ntwanambi says I am not legible for a refund and she can't see the completed for which I sent and called to confirm if it was received.