No peace of mind from annuity

How on earth does a company who's job it is, is to provide financial security to their clients in retirement, just randomly and without notice, stop an annuity payment, forcing the widowed pensioner to try and find out why there's no money this month, only to be told that there's some verfication process that has to be done, emailed a form to complete with all sorts of information required, and then told that even after that's done, that it will be at least another 4 days to get payment sorted. Payments are usually on the 5th, by the 10th only did the email arrive with the form (after follow up), and who knows then the funds will pay in. If it wasn't for other available funds, debit orders like rent, medical aid, phone etc would not have been able to be processed and there could have been very serious problems. This is unacceptable treatment.