A Bureaucratic Nightmare – Liberty Fails Its Customers

If there were a prize for the most frustrating, convoluted, and inefficient withdrawal process, Liberty would win it hands down. My experience trying to access my two-pot money has been nothing short of a disaster—an absolute labyrinth of dead ends, unhelpful responses, and sheer incompetence.

Before even approaching Liberty directly, I tried to go through the broker assigned by my company, Andrew Sayers, in the hope that this would make the process smoother. What a mistake. Not only was he of little help, but he also didn’t bother to follow up on my behalf, leaving me to do all the chasing. If there is an option to remove him as my broker, I would gladly take it. He has been as useful as a bucket with a hole in the bottom—just more frustration without results.

With the broker proving useless, I turned to Liberty’s so-called "efficient" WhatsApp system, which conveniently refuses to recognize my ID number, claiming I don’t exist. That alone should have been a red flag. But, giving Liberty the benefit of the doubt, I called their service center—only to be given an email address for assistance. I followed the instructions, submitted all required documents, and patiently waited over a week. Silence. No acknowledgment, no response, nothing.

When I called back, I was casually informed that the email I was given was incorrect. No apology, no accountability—just another email address and another frustrating cycle. Dutifully, I resubmitted my documents and waited again. Another week passed. When I followed up, I was now told I should have received a reference number, which of course, I never did. Back to square one.

As if that weren’t enough, my latest attempt to call their service line resulted in a 10+ minute hold, only for the call to cut off. At this point, I’ve wasted an absurd amount of time, energy, and money just trying to access my own funds. Liberty’s system is riddled with inefficiencies, miscommunication, and an outright disregard for their customers’ time and frustration.

This ordeal leaves me deeply concerned—if I, as the policyholder, am jumping through endless hoops just to get my own money, what hope do my loved ones have when they need to claim a payout in my absence? Will they be left to battle this same bureaucratic mess just to give me a dignified burial?

Liberty, your service is a disgrace. A well-oiled machine should work smoothly, not leave its customers stranded in an endless loop of confusion and incompetence. Get your house in order.