Policy surrender

We surrendered our daughter education policy past eleven days.They asked us to send required documents of which we emailed.We were promised transaction will be made in seven or ten working days. Ten days later i asked them about payment no respond from them. Today when i when i tell them i am going to ask Hellopeter to assist they say they received only ID copy and bank statements were not deceived.Its all lies because i have email to prove all documets were sent. Please assist. Thank you.