Struggling to get assistance

I had cancelled my Retirement annuity and handed in all the paperwork that they said they required inly for them to still debit out of my account. I go to the branch they fix it and say my money will be returned back to my account as per the contract agreement only to be still waiting and continuously be going back and forth to the branch what is the problem they don't say anything. Very poor service I thought I would continue using some of their services. This is bad customer services.