surrend of a polocy

on the 09/11/2015 i email my documents to to cash out my policy only to find out a week later that they were filled incorrect fine that was my error, i then rectified it! then sent thru thr right one.. a week later i call to find out why havent received my money and i was told that they didnt received my documents i then forward them the documnts to show that i did sent them a lady by the name Nombulelo masheke assisted me and gave me her personal email so she can send it thru, however when i call today to find out whats going on now im being told about an old proof of resident and that they cant use my bank statements as a proof of resident which doesnt make sense course my address is there and a bank statement can be regarded as prrof!!!!!! IM REALLY DISSAPOINTED ABOUT THE WHOLE RUN AROUND ABOUT MY MONEY THAT I WANT BACK!!!!!!