Complete lack of customer service on a simple RA request

I require a retirement annuity certificate from Liberty with whom I hold a number of products including an existing retirement annuity product. The certificate was required on or before 10 May 2019 for me to submit to my payroll department to ensure I receive the tax credits for my monthly salary going forward.

Despite my PFA and I timeously completing and submitting all documents required to activate a monthly retirement annuity investment over 3 weeks ago and my PFA following up numerous times, Liberty is yet to provide me with said certificate, leaving me out of pocket to the tune of nearly R4k this month due to the increased tax liability as I was not able to submit the document in time for the payroll cut-off.

I, as the customer, am now left having to scramble and ask for extensions from my payroll department in the desperate hope that they will give me a concession this month. This is totally unacceptable and it is worrying to think what other customer-facing departments in Liberty take this lackadaisical approach to their customer's finances, as evidenced through the complete lack of urgency and customer service for this particular request.