Birla Sun Life — Payment delay

I submitted surrender documents at Surat branch on 20March and keep following up with customer service for payment for 60 days.
I sent ten's of email but it appears that BSLI does not have staff to respond to emails query of policy holders.

After 70 days, I was told that my profile is "Indian" and since I requested payment in NRO account, they need NRI proof. This requirement was not given in surrender form and I had ticked my account as NRO. It appears that customer service desk at Surat branch was not aware and did not inform me about requirement to submit NRI status proof.
I had submitted similar surrender request with same bank details and received money within 15 days.
Birla sunlife needs to ensure that money is paid promptly and Service desk staff are trained to check policy surrender documents.
I hope that BSLI pays my money at the earliest.