Worst service provider

Worst idea opening a retirement annuity with them, I sent them an email because i can no longer afford and i cant get through on the phone and they rep**** telling me my only option is to close it as paid as i dont meet the other options, one of the option was that i get paid back my money if it is less than 14999, so i asked how come they say i dont have the option whilst i know the money is less than 14999. they then said we will only reply next month. meaning in the meantime i have to wait while there is a debit order coming. how is that reasonable.