Refusal to pay my money

I have a policy with clientele life for over 15 years, saver and protector plan. I have requested to surrender the policy because I need the money for my daughter's college fees, I sent through documents on the 20th January, nothing came through, I called them, they said documents are faint, O re emailed them , they said they are faint, O sent again still nothing they said I will get the money after 8 working days which was Tuesday 03 February 2026. As I write this complaint there is still nothing om my bank account.

Actually they did the same.thing last year, I left it and got money somewhere else, they are doing the same thing again this year. I want my money and I want this policy closed with emmediate effect.