Share pay-out.

My grandfather has invested in shares for me around 2001. We requested for the shares to be paid out in October of this year (29 October). We were given 6 steps to perform before they could process the transaction. We did what was requested, which included a payment of R 287.50. To date we have not received the money and there is also no feedback from the company. Our attorney as well as our broker has also been in contact with them, but to no avail. the reference no. we have is ***. the number we contacted was *** and we spoke to Christal.