UTTERLY DISGUSTING SERVICE!!!!

I have a policy with old mutual and I am no longer working to pay the policy so I called them to cancel the policy and so they can pay my money out yesterday 04.11.2020, the lady I spoke to sounded very uninterested in the call, made me hold and told me I cant cancel the policy, so my question is why cant I cancel the policy as I dont have money to pay it anymore and dont have money to live and they telling me I cant get my money???? so must I starve to death when I have money with them???? I called this morning again to sort this out and after holding on forever, there was an answer, no one said nothing but all I could hear was a movie playing in the background, seems they working from home....so I was holding all that time just for someone to answer, not say anything and make me listen to the movie they watching!!! how ridiculous is this???!!!! I dont want any stories from you guys, I'm tired f you, I want my policy to be canceled and my monies paid out to me ASAP, this is not professional behavior, and please dont let me go to the branch and put up a performance for my money, because it will get ugly.