withdrawal request

I have an Irate mother who has requested for a withdrawal on the educational plan she had opened with you guys , she went to wonderpark on the 4th February to submit the claim than went back on the 10th February to submit required dcoucmuents she even submitted an affridavt that the policy is under her name but for her grand daughter and that the funds should be deposited into her money account ,but today she receives an sms that they require a bank statement for the grand child whereby she has explained that her grand daughter is 10 years old she does not have a bank account and is not working ,she cant be going up and down to branches for correcting the one thing she has stated from the start when she opened the policy even now when she submitted the claim , why is it that when one has to get their money from old mutual is a problem after the other , the REF is CEB***