**** encashment notice from Clientele

My mom received an email advising her about an encashment of her endowment policy about a month ago. This encashment was said to be paid with 48hours. Its been over 3 weeks and there's a back forth about the required documentation. A lady from your call centre called Sophia Malatsi was very rude in explaining what seems to be the problem. This payment now seems to be a ****. The debit order for her policy is debited from one account but they have asked for over 3 accounts to verify that she is indeed the account holder.