****** red tape and just unwilling to help

I have a Momentum Retirement Annuity into which I make an annual ad-hoc payment. I'm forced to do this because I don't know year on year how much I need to pay in to maximise my tax benefit. I have been doing this for years without any problems. Now, in 2016, and without any prior notification, I am told they cannot take my deposit because the policy is about to mature in less than one year. No problem, I request them to extend it for another 10. Suddenly, it's a log jam, and they cannot help me. Lots of talk by their help desk on new series policies, instructions to go to the website, governance etc, etc, etc. The red tape comes down and their is nobody with enough fire to understand that I just want to make an ad-hoc payment. All I get is a sorry we cannot help you e-mail and notification that they will return my money. Oh, but before they can return MY MONEY, I need to provide a copy of ID, utility bill, shoe size, blood group, eye colour and all sorts of other red tape, governance stuff. Are they serious? Just do what you are supposed to do and help me save for my pension. There is just no indication that they want to consider my position and....my tax benefit is also gone.