Surrender forms

I’ve sent 2 surrender forms via email, they keep on sending me messages that they require bank statement, ID copy, proof of residence and tax number which I did send to them but still I haven’t received my money today they sent me a message saying: Metropolitan: We have closed your surrender request on policy due to outstanding requirements. For queries: ***.... do they even check their emails? When I call the number they place me on hold until my airtime runs out