I Had an educational plan which matured in May 2025

I Had an educational plan which matured in May 2025. I did not get any email or calls with updates from them . My first call to them was on the 20 August 2025. They told me to send proof of banking details of the beneficiary, which I did. Did not get any update from them. I called them again on the 26 August for a follow up, the consultant told me I was supposed to fill in a surrender form with copy of ID since the investment is past maturity date. I sent the surrender form back to them on the 1 September 2025. No feedback or confirmation was received from them. I called them on the 4 September for follow up. They told me that the ID needs to be back and front.