Reliance Life Insurance — Reliance pension builder plan surrender

Policy number 53323083..by reliance Nippon life insurance issued in 2018 .I have asked for surrender of policy and issue the surrender amount in march 2023. The company is not surrendering the policy saying it’s not possible though all terms for surrender are fulfilled by me as per the policy documents.It’s more than 2 months and not a single communication from the company regarding my request nor any explanation for not surrendering provided…

Kindly help me in the matter.