Retirement Annuity fund

I have been sending emails for 3 weeks now but still do not get any definite answer. One email I received said that Old Mutual found my portfolio that is still active, the next email stated that I need to send a dated letter with my signature and copy of my ID and Proof of my banking which I did, to be honest I sent it 2 times. I already explained in my previous email what happened and why the money bounced back. I even went to Old Mutual Branch in Boksburg on 19 May 2021 and I spoke to one of the consultants there but he couldn`t help me, just gave me your tollfree number which is not tollfree for me as I have MTN and did had money to buy airtime to do so. Then I started to sent emails to another, last week Wednesday, 26 May 2021 I went to Old Mutual Branch in Boksburg but luckily the ladies there assisted me and I could call the tollfree number from the Branch, there I spoke to a lady with the name Moreen, she told me that she can see my active portfolio and that when Old Mutual receive my copy of my ID, the letter and Proof of my banking they will make a payment. I am confused as I received another mail yesterday, 31 May 2021 that say that my request is sent to your annuity department and they will give me feedback. I am still wondering what happened to the income from 2013 till last month, the EFT was made but it bounced back, that money is supposed to paid out to me as soon as possible, as soon as the money is paid out the income can be paid in as normal with the amount of R113.00 each month. All I want is that someone honestly come back to me with a logical answer and I don’t want to go back and forth with this. I need this money as I am a single mother. This is a very urgent matter. Hope someone can help me as I get one promise to another which I can not accept at this moment, that money is rightfully mine as it was from my late father. I need an answer as soon as possible, can't wait 8 working days.