claim not finalised

I made an application to withdraw funds from my investment as well as my child's educational plan which has matured. I was informed that the turn around time will be 15 days. After weeks of waiting, I received an email stating that they require my marriage certificate which I submitted on the very same day. The investment funds were paid into my account successfully. I am however still waiting for them to payout the withdrawal from the educational plan. I have since received another email still asking for the marriage certificate that was submitted before to them. I am very hurt and disappointed as this shows a level of ineffeciency and poor customer service. The amount of time they take just to come back with a query after waiting so long is very discouraging.