No payout of matured policy and lack of communication

My son has an endownment policy which matured 3 years ago and he completed the necessary documentation together with the required FICA and bank statement as per the form and heard not one word from Momentum for 10 days. He called and they said it was being processed. He waited again 2 days and called again only to get an email that they want the front and back of his bank card. Now with so much online ***** why would they want the front and back of his bank card which has the CVV number which you need to shop online. Nor does the document say you must give your card. Momentum is in a mess. No one communicates with him. He gave his new cell number in the documents and they say they are calling him and he has no missed calls or voicemail or email. He gave all his details and they just ignore his whole request and finally after 12 days come with a new rule that they want the front and back of his bank card. That is unacceptable and high risk. That means my son will have to get a new card in case someone uses the card and CVV to shop online. No ways. It must say so in the document for matured policies that they require a bank card front and back. You cant make up rules as you go along.