Retirement annuity

I had retirement annuity with Old Mutual and this year I discovered that they say it’s paid up and they haven’t been collecting premiums, premiums were collected via stop order and my mistake was not checking my payslip. When I ask them why is it paid up because I haven’t instructed them to stop and I haven’t reached retirement age, no one wants to take accountability they just sent an sms to say the robot paid up the policy. Who is the robot, whose robot, why? No one can answer that. As I speak I need to start afresh and get another RA. Old Mutual doesn’t care so be warned people who have policies with them.