Old Mutual Annual Retirement Two pot withdrawal gives me an error message

I can't claim my two pot with Old Mutual, I have Retirement Annuity for years now, every year i receive tax certificate for tax returns purpose, and my money is being deducted monthly however now i cant claim because on WhatsApp I received an error message saying i don't have a policy to claim from.i have been to the branch several times with no help, i was told to call head office i did and still got no help.now i am concern why cant I get help, I am glad I got to realise now while i am still alive imagen this happened when i am gone and my child struggling to get his inheritance.now i am even thinking of cancelling it because clearly old mutual is somehow hiding something.please assist