Disappointed customer

I am a former member of the South African police force and have a retirement annuity policy with old mutual but because the amount was greater than the payout amount I could not get it six years ago when I retired from the force. However with the two pot system in place I tried to apply for the above but their services is absolutely disgusting as when a consultant calls you are put through for further assistance, but the phone does in your ear. Their WhatsApp for the two pot does not recognise my I'd number and their app does not recognise my password. I was told by a consultant that the web does have the correct details of me; of which I still cannot access my profile! With numerous emails every new consultant handling my case have a different version where the consultant of today informed me that I cannot surrender my policy yet I have NOT requested to surrender at all!