Old Mutual doesn't process section 14 transfers

I opened a retirement annuity in 2020 with Old Mutual and in 2023 when I couldn't afford to pay and requested to cancel it . They continued attempting to debit my account . When I enquired they told me that 3 missed payments is what makes the account paid up. That doesn't make sense at all . Why is a formal request not enough ?? Fast forward to november 2025 I app**** for a section 14 to transfer the funds to another company . Until January 2026 when I emailed their complaints department they just ignored the request for transfer. Now the complaints depart has been promising feedback since January 2026. If you are thinking of investing with Old Mutual be prepared for headaches