Bad and unjust service

I had taken an investment out with OLD Mutual but due to unforeseen circumstances I couldn't continue with payments. Since the situation hasn't gotten any better I called them to withdraw the funds as i need them for my kids school needs in 2023. The customer service agents tell me that it's an RA that I've taken out and they'll only give my money when i turn a certain age. No one tells me who changed my plan to RA and with whose consent, when and why. They all act ******** and taking me for a fool as everyone responding to my query is sticking to RA story and SARS rule. They are sitting with my money when I struggle to provide for my boys school needs. No amount of escalation is assisting as I'm dealing with an agent who is following a script to earn his commission at my kids well being expense.