Incorrect advice

On 26/02/2018 sent an email to OMGS to cancel and close product and advised on 28/02/2018 of documents required for request to be actioned. Requested for feedback beginning of March 2018 and advised that funds may not be accessed as balance over R7000????? Since inception documents were never received-I took the product when I started working 2008 and was told it was a savings product, now only 10 years later I am told there is no surrender value as the balance is over R7000. Why was I advised to send ID, proof of address, bank statement, tax number, cancellation letter on 28/2/18 then later told request will not be actioned in March 2018????