Horrible service

I have a policy with Old Mutual which I was advised I can withdraw on it without canceling it, which I have done previously. Recently, I wanted to withdraw again and I was advised that I couldn't and I can only get my money when I cancel the policy. I thought about canceling for a while and eventually went back to cancel but now I was advised I cannot get the money even if I cancel. I will only be able to get money on maturity, which is quite different from what I was advised. Very bad service