Anuity payout

Good day it is with dismay that i have to report on very very poor feedback from the above supplier. I have disinvested my small annuity And after a week there was a problem with my tax directive so no payout.after atrending to the problem at hand i requested the payout again and after 3 queries 2 days apart i get told different versions somebody missing the buck here as it seems they dont know what to do as i have asked time and again for them to get my new directive but to no avail this is very sad as this money is urgently needed.just cant get nowhere always escalating no answers plz guys can we get this sorted16