Bad Customer service

I sent my withdrawal forms to the broker on the 13th of May. With said forms I had to include a lot of paperwork amongst which is a bank statement proving that the account number supp**** does in fact belong to me. He originally said to me in a verbal conversation the claim should take two weeks to complete. On the 27th I asked for an update, where I was informed that it would take 15 working days from that date. Already rather annoyed, I accepted this. On Friday last week I asked again for feedback and was ignored. I prompted again for feedback on Monday, and was met with a message stating that he is not at the office and he will assist me as soon as he was. On Thursday I asked again, and he responded on Friday that it would take another 5 days. If my math is correct we are now on 31 working days from original submission.<br> <br> I phoned Liberty myself, regardless of paying the broker a fee (I am sure) for the past 6 years for a service. I was informed that they are waiting for authentication of my banking details... But I submitted my proof of banking details. This is not sufficient... I do not understand why they request the docs if it is not sufficient?? Counter productive, no??