Application for commitation

I had an annuity with Old Mutual policy no ***8. I asked for it to be paid out to me. The advisor Nqatana said I must only let a third be paid out because if it is more than R 50 000.00 I would have to pay extra tax. I believed him. There was R 55 000.00 left after the third was paid out. I took the option of taking the highest pay out each month so that the policy can become less. When I asked for the rest to be paid out in Oct I was told it's still more than R 50 000.I have all the e mails. I phoned Old Mutual enquiries in Jan and they said the amount is R 45 000.00 and I can ask for a commutation. I sent everything through 13 Jan. I phoned 2 weeks later and was told the money would be paid out 5 Feb. Nothing! I phoned today and was told the policy no is wrong I must submit it again and wait another 21 days. This is not acceptable. Someone gets commission and I must wait. Is this Old Mutual's policy to stall the customer?