Arrogant and Bad service

I had a *** with Liberty and made enquiry of the value. The reason for the value enquiry was to take a decision on whether to cash in or make it paid up. On receipt of the values, i requested confirmation on ERB value. This was all on email. Once i have established the value, i requested the forms which i completed. The instruction on submitting the form was very clear based on the values i received. Although Liberty processed the request without and adverse communication with me, i took that the process was based in accordance with my instruction. Once the process was completed and i did not receive my refund based on the instruction, i made enquiries. It was at this stage that i learned that they ignored my instruction. I made them aware of mu instruction and then bizarrely after acknowledging the mistake, they proposed that i repay the money they paid me to rectify their mistake. I advised them that i used some of the funds to live and that they should find alternative ways of rectifying their mistake and pay me the monies owed plus interest because they are deliberatle delaying the finalisation of the query. Then the person i dealt with referred it to their compliance department which in my view did not interrogate the query from start to finish because i fail to understand why they will uphold the bizarre request that i repay the money back in order for them to rectify. I have worked in the financial services industry and where a mistake was made by my Company, you find alternative ways of correcting your mistake with little inconvenience to the customer and you award them with an ex gratia payment for the inconvenience they suffered. This matter is 2 months in growing and still no resolution. In addition to this, they delayed in sending the requisite documents to another financial institution as requested thereby prejudicing my income!