Old mutual greenlight

My Mother opened a green light policy which she started paying in 2004 and her payout was due this year 2019/05 and she didn't receive any money and she went to a broker to sign realise/cancelation forms and was given another date which she had to receive her savings and she got nothing and when we contacted the head office they said her savings are due in 2022 which contradict her contract copy and a broker said to her she is allowed to receive her money upon cancelation or any access of money because it her money and after calling several times they said she can't receive the money because these some restrictions upon the savings and will only be released in 2022 and this is causing her a big heartache because she had plans to pay off some debts since she's retired please help because this is unfair and uncalled for...