Unsatisfied service

Good day. I have been struggling with old mutal for a month now to cancle a annuity and make a withdrawl. I spoke to numerous people and none of them seem to have helped me like they shoud. I needed to fill in a form. But was never told. Only on Friday a lady told me after i called and wanted to find out the progress that a form had to be filled in, a form i never got and was told that i only needed to send some documents. No one told me about the cancelation form.. and now i have to wait longer for the payout which i honesly feel is not my fault or my responsibility. They also provided me with a wrong email adress at first as well.