Desperation to get Liberty issues resolved.

I have experienced endless issues with Liberty. You cannot get any issues resolved. My part-time domestic worker retired 23 December 2023. Approximately 20 years ago I took out a retirement annuity for her. We started her retirement process in October 2023. Everything was suppose to have been sorted out and she would have received her 1st payment at the end of December 2023. In December the she had to sign new documents. The last week of December they asked for all he children's ID numbers. This week they wanted her tax number. She has never had a tax number. Now we were told she must go and register for tax. Why! Her income was well below the tax threshold. You can try Liberty's complains line, you get nowhere. Is there anybody in Liberty that can resolve this!!!