Shares pay-out

My grandfather has invested in shares for me around 2001. We requested for the shares to be paid out in September of this year (26 September). We were told that the shares was in PP Maré senior's name (my grandfather) and that they needed my ID number (PP Maré junior, his grandson) in order to process the claim. Even though we have sent the ID number, to date we have not received the money and there is also no feedback from the company. The reference no. we have is P143. The contact number we used is ***.