Avbob - Incorrect info given to client.

Visited Avbob office in Clubview Centurion on the 10/10/2024 with all the documentation required to "surrender" my Avbob policy. Due to the fact that I am no longer employed and need the surender value to pay bills. At the Clubview office I was told by the receptionist that I cannot surrender the policy. That the surrender amount reflected would cover by cremation/burial should I cancel the policy. I told her to cancel the policy as I can no longer afford to pay it. A week later further investigation by my sister revealed that I could surrender the policy and so I contacted the Avbob call centre. The lady that assisted was very helpful and she contacted the Clubview branch and they said that they had been trying to contact me (?? - no one contacted me) and that my documentation was lying there and they will begin the payout process. Then I get an email from Avbob stating that the Surrender Form had not been filled in corrrectly and they needed a certified copy of my ID and 3 months bank statements. I do not have transport so a friend took me to Postnet on the 24/10/2024 where we printed the Surrender Form, completed it, printed 3 months bank statements and along with a certified copy of my ID scanned all in and sent it to Avbob. Once again I got an email back from Info at Avbob stating that the form had not been filled in correctly. On the 25/10/2024 I once again asked them what precicely needed to be completed on the Form. No response. Today Avbob gets back to me telling me - The Identification Section must be completed in FULL by an AVBOB Administrative Officer or commissioner of Oath that will also proceed to certify and sign your ID copy. The Surrender Document is at the Avbob Office in Clubview along with a copy of my ID document which the receptionist made. Why has this document not been completed by the Avbob Administrative Officer? They already have a certified copy of my ID document. This is shoddy service on Avbob's part - why was I told at the onset of submitting all the correct documentation that I could not surrender my policy?