Payout not received after 4 years and all our original documents were submitted

The previous 4 years all the beneficiaries were told to bring their originals documents in order to claim from the investment left behind by the main member. Every time when we try following up we are taken from pillar to post and are calls are blocked by people working on our query. This has resulted in the siblings not being able to further their studies and providing for daily necessities. May you please assist in resolving my query.