Surrendering of Retirement policy - Old Mutual

My name is Ntombekhaya Mgodleni. I had a retirement annuity policy with Old Mutual, I'm in the process of resigning from the department of education, so this policy was deducted from my PERSAL I then cancelled the policy in Sept because of the R7000 threshold (you don't get a payout if it's more than 7000). I sent them all the documents including SARS letter that they requested but a month later they told me they didn't receive the tax number. They've been "processing" since September and they waited until it became more than 7000 so that they wouldn't payout. Today they told me I won't be getting the money. Please assist. Call me on ********** 102