Surrender of a policy

im so so disappointed wioth this company.. I had a colleuge who was dealing with Jacky Du Toit about her policy and i also jumped in. I have a policy with you guys and Jacky asked for my documents and promised me that with the policy i have i can get up to R18000 cash back and she assured me. I was so happy and even explained to her that im going to pay my child's school fees as i owe R13000. this was even before schools opened. My child is at home as in now because i dont have money for her schoolfees. I followed up with her and at times she ignored my whatsapp messages.i even have those conversation as proof. i even went to your offices in town but no help there. i really need to know whats happening here and now im stuck. Can this be resolved please. I really need that money