Unacceptable service

On 30 March 2022 my broker emailed my docs for cash out of my annuity. About 2 and a half weeks later Old Mutual told him it's the wrong docs because it's an investment... But we know it's an annuity. We complete the docs they emailed just to receive an email a week later to say we have to complete the forms for an annuity. We emailed and called to say but we have sent it end of March. After several calls and emails they told us pricing has been done payment will bo done soon. It's a small amount.. It's nearly end May and I am still waiting. It's unacceptable. It appears it's *********** employees.