Clientele Won't Pay My Money

I had a paid up policy with Clientele and requested an encashment. First I struggled to get the form and when I finally did, I submitted the required documents. After waiting for 7 working days, I contacted them, only to be told that the bank statement was outstanding. I quickly resent, spoke to a consultant who confirmed receipt. A week later, with no payment in sight, I called only to be told there was a descrepency in the form. I resubmitted the form last week Friday, both telephonic and whatsapp consultants told me all is in order. Today another consultant tells me banking statement does not have my details. How is that possible? I checked, the details are there. I can't get hold of someone senior and I'm stuck with being taken back and forth since the 1st of July when I started the process.