Sanlam educational plan

My mom had opened a education plan for my older brother who is 30 years of age now. She started paying a monthly premium of R300 per month since 1995 to date. She recently went to Sanlam to claim the money as should couldn't claim it back then due to other circumstances. She was told her money saved up was R10 000 for 27 years of paying R300 monthly. I am not happy with your services and would like to know how is this possible.