Liberty refuses to pay up Policy number ***0

About five months back, I was told by my financial advisor that I could claim back the money from one of my "paid up" retirement annuity plans with Liberty. At the time, she gave me a "Retirement Annuity Payment Request Form" to complete and send back to her to process. Today, I contacted her to request the very same service and she referred me to her office to assist me. The assistant at the office referred me to contact Liberty directly ***, the agent at Liberty further explained that I cannot get access to any funds because the value of all my retirement annuities is above a certain amount. Can someone give me clarity on this one and my money back? Thanks