Disappointed and Unhappy client !!!!!!!!!!!!!

I have submitted a request for a full surrender on my policy with Hollard Specialists. I was required to send a completed surrender form; certified id copy and bank account details. I have sent all these requested documents.

Then 02 days later, i received this message

Your request for Policy no, ...... has been reviewed and we require additional information. Please send? to *** or fax to ***. Regards, Hollard Life. 0860 734?368.

I then called Hollard, spoke with a lady there who asked for my email address, so that she can check whether all documents were received or not. She confirmed that all documents were received, and all was in order.

Now, 3 days after that call i made, i receive another message Your request for Policy no... cannot be processed as we are still awaiting your outstanding requirements. Please send outstanding requirements. To *** or fax to *** urgently or contact ***. Regards, Hollard Life.

Hollard life, how many times must i keep on emailing you the surrender forms? and the day that i called your call center, was the day one of your staff members checked my email and confirmed receipt of my documents (does this mean, you don't check your emails but wait for your clients to call first.

can someone make this make sense please.

Have you or have you not received my documents? what is the status of my surrender process