Kotak Life Insurance policies Failure to refund the amount for full surrender

Bought Kotak Mahindra Child Edu Plan on 29.12.2012. Tried to surrender the Policy no 02640058, Client ID 55682161 on 31.10.2018. As I lost the certificate, submitted one Affidavit duly filled in and an Indemnnity according to the agents in the office of the Kotak Mahindra Office at 49 Dobson Road, Howrah. First the refused to pay on the ground that my signature is not Matching ( through email).
Then they rejected my application without citing any cause. They also rejected my application for stopping payment through ECS. How do I get my money back?

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