Shocking service from Old Mutual

I'm a 76 year old widow and have been with Old Mutual for almost 50 years. Over those years I have only been contacted by an agent twice. I have a retirement annuity plan with them which pays out very little annually. I need the money now and wrote 5 e-mails to Old Mutual asking if I could take the balance of the investment. They never rep****. I called customer care and they said I could not withdraw the money. They referred me to one of their financial advisors, who told me that I COULD withdraw from the fund and I must call them back. I did so, and the agent concerned said he would send me a form by email to fill out to request the withdrawal. He did NOT send me the form. I am in dire need, and at a total loss as to what to do next, because they obviously don't have clients interests as a priority. I am very disappointed and frustrated!