Restricted policy

I went to Nedbank centurion branch to inquire about withdrawing some money from my two dream maker policy. I filled out the forms and I was told it would take 9 days to pay out.

This morning I received an sms

"Nedgroup Life: We have been notified of your request to surrender your policy and will let you know if any further information is required. Thank you."

So I went to twitter to ask what that meant, they called customers service on my behalf

The call did nothing for my mood, Now I'm told only one will pay out because one is restricted because I added the amount on the policy, this doesn't make sense to me as the amount was added to both policies, I need the money as in yesterday. Why are they not both restricted then.? And they can't just add another 2000 on the unrestricted policy, now I need to go to the bank again and sign forms and wait another 9 days. Im a very unhappy customer right now