Poor service, staff do not read and respond appropriately to emails

Good day

I had a funds at work policy with Momentum with my previous employer. Initially I considered paying it over as a lump sum into my Investo Retirement Annuity. The funds have not been allocated into the annuity as of yet. My circumstances have changed since and I emailed Investo (***) to inquire whether it is possible for the funds to still be payed out on 8 July 2019.

Kagiso Matlala forwarded my request to funds at work to advise if a reversal is possible.

Zabalindi Mbobo responded requesting my ID number which I provided. Zabalindi then responded stating my funds was transferred to Investo. No mention of my inquiry made, thus the email was clearly not read. I directed my inquiry to Zabalindi who forwarded my mail to Annuities for advise.

On 9 July 2019, Annuities (customised operations) responded that I'm not a client of theirs.

On 12 July 2019 Annuities (Leshay Koopman) responded that no benefits are due. Clearly also not reading the email or my inquiry.

The only person between these departments that reads an email is Kagiso Matlala (compliments to him). As for the rest, it is shocking the poor service they render.

I am still waiting for an answer to my simple question. Is it possible for the funds to be reversed and payed out rather?

Thank you