Clientele does not payout

Clientèle is the biggest **** and we earnestly advise against taking a policy with them. My husband DJ Barry took out a Classic Saver Endowment Plan on the 1/10/1996. On the 8th Feb 2018 he received the document he requested to cash out this policy 21 years after inception. The original encashment form was filled in and e-mailed back together with proof of address, a bank stamped bank statement and a certified copy of his ID on the 26th Feb 2018. On the 12th April 2018 these forms needed to be resubmitted as they claimed they never received them. Then they couldn't find his credit card number but the account given wasn't for a credit card. On the 13th Sept 2018 the forms were resubmitted. No action was taken on their side despite repeated phone calls. Then on the 10th Dec 2019 the documents were all resubmitted again after he received a Clientele letter stating that the policy had been made 'paid up' as no premiums had been received for longer than 3 months. Perhaps the policy had matured which is why the debit order stopped automatically but this wasn't considered by them. Instead he was given an option to either continue paying or keep it paid up and have R33 per month deducted from the value. Then on the 13th Dec he was asked to resubmit the forms again as their system had apparently automatically cancelled the previous request. So the merry go round continues with Clientele sending e-mails that payment will be in 3-4 days and others stating 8 days. Today's phone call elicited a response that he hadn't submitted a manual breakdown of the payout. On being told that he didn't have that information and Clientele would need to send it to him so that he could send it back, the lady spoke to her supervisor who said that they would do it. Completely ironic and nearly 2 years later no payment has been received. We wonder what the next creative excuse will be that they dream up to delay payment?