retirement policy

I'm very disappointed with your service I submitted my complain which i was reponded with the below message.

Please submit your request via WhatsApp (***) for two pot withdrawal. we apologize for the inconvenience.

Alright my problem is that i cant cash out from my Active retirement policy because according to old mutual its morethan 15000 and now when i called them asking why they say it morethan 15000 i was told i have another policy which its paid up(closed) and it has been combine with the active policy. why are the policies combine? why i was not told i have another policy when i activated a new policy? all i want is to cashout on both this policies because they cant combine a non-active and active policy.