Bad service

On the 18th November 2015, I requested an advance payment from my Policy. I was sent forms which I needed to fill in and fax back. I did as required. There was no acknowledgement. Then on the 23rd November, I called in and enquired why is it taking so long for Liberty to respond to my request. A consultant then informed me that there is a page from the values document which I was supposed to have signed and return, and I did not send it.<br> My question was why was I not informed as previously Liberty will send me an email with regard to outstanding documents. A consultant told me the correspondence was sent to my broker, who until now he hasn't communicated with me with this matter. This was a surprise because few days earlier I made the same request and an email was sent to me indicating that I did not include a copy of my ID.<br> <br> I then sent the required document. As I write this email, I haven't received any response from Liberty Life. I find this service appalling to say the least.<br> <br> I am unhappy with the service I have received.