Are you saying that the figures are supposed to include the surrender charges? Or, something else?
The illustration isn't a contract. I'm assuming they'd need to see the contract.
The figures do include the surrender charges, i.e. they are baked in.
Good point - the illustration is not a contract. It's possible that the data pages on the actual contract will show different numbers from the illustration. Then this would all make sense
However, if the OP can confirm that the data pages in the contract have the same premium & CV, then let's set aside our biases against WL and consider that this could be a price mistake. The numbers on the illustration say "Guaranteed" very clearly, I find it hard to believe that a court would not rule in favor of the customer.