Bad Service From Liberty Life

I have been trying to request a contribution certificate from Liberty Life for over a week now. If I phone, I am put in a holding system for absolute ages and eventually hang up. Any e-mails sent say they have 48 - 72 hour response period. After eventually hearing back from someone last week Monday, I was told that as my policy was cancelled at the end of 2015, no contribution certificate was generated for me and the collections department would have to prepare a manual certificate for me and would revert back to me within 5 working days. I am still waiting and have heard absolutely nothing from them. Upon e-mailing yesterday and again today, I receive a very short e-mail back saying no contributions paid so no certificate. What absolute nonsense! Apparently no one there has any idea what they are doing.