Debit Orders and Bad Service

I am appalled by the service received from Liberty.

24 July 2018- I sent through a form to claim my RA and thereby cancel it. I stated that I have 2 policies and was unsure of the correct number but requested that they advise if the number is incorrect. By Friday 27 July I had no response from Liberty.

27 July 2018- I looked at the forms sent to me and realised that I was provided with the wrong form originally by an adviser and completed the correct forms. I then called the call centre and queried the issue. I was told that the wrong forms were previously sent and therefore the new forms sent on the 27th was correct and it will take 7 days from that day to have the problem resolved. I then told them that it was unacceptable as an adviser sent me the incorrect forms. I then decided to cancel all policies with Liberty due to the horrible service received. I wrote a signed letter advising of the cancellation of my Life policy too.

3 August 2018- Following my phone breaking I have not been able to gain access to my banking but not trusting that Liberty would provide good service I kept phoning my bank to ensure that no money would be deducted. Today I find that Liberty had taken money off for the RA and the Life cover. This resulted in my car insurance bouncing! and charges being added to my account!!! I had to phone the call centre only to be told that I will only receive my pay out of the RA on WEDNESDAY 12 DAYS AFTER MY INITIAL REQUEST. and that basically the bank charges were my problem as it takes 5 to 7 days to CANCEL a policy!!!! Please explain how it takes 7 DAYS TO CANCEL A POLICY???????????????!!!!!!!!!

No money has been paid out to me even though it has been 9 DAYS since my initial request. I should not be sending numerous emails and calling Liberty to follow up on the job that they are doing. I want my money refunded and I want my bank fees paid because this is absolute nonsense!!!!! If this is not resolved today then I will take this further legally!!!!

I will never recommend Liberty to anyone. I would never want my family to go through this if I passed away.