Shocking service by Old Mutual

I was assisted by My Momentum Financial advisor with regards to an Old Mutual retirement annuity that must pay out. The initial request to process this application was send 15 December 2020. Old Mutual only confirmed that they received the request 16 January 2021 and requested outstanding requirements. I gathered all the information as needed and my financial advisor send it 26 January 2021. Since we did not receive any further feedback from Old Mutual I took it upon myself to see an Old Mutual consultant at the Old Mutual branch in Secunda. The consultant confirmed that Old Mutual never received ANY requests with regards to this policy! Truly outrageous! Nonetheless I handed over previous correspondence and they send in all the requirements once again. I now received a message from Bongiwe at Old Mutual head office stating that I do not qualify to take my retirement benefits. Since I'm older than 55 I don't understand why.