Dreadful service

The word Liberty should conjure up images, of a superior service, some sort of financial freedom, one would think. You pay your premiums, and you should have the peace of mind that your loved ones would be paid out in the event of the unfortunate. The sad thing is this is definitely NOT the case with Liberty. You can be assured your premiums will be collected FULLSTOP. How I wish I could add a second part to that statement. Despite the fact the my premiums are collected, I was informed from other accredited Liberty advisors that Liberty has on record that my policy is being funded by my investment portion which can be easily disproved from your deductions. I am quite perturbed by this and also grieved by the fact that an email was sent directly to your offices on the 8 December 2018. Neither did you try and contact me, nor resolve the issue. The four days have passed. This is not my first complaint, Liberty just cant seem to get this right. The height of frustration and email was sent directly to Shaqeel on the 8/12/2018. Nor acknowledgement of receipt from his side at all. So is this a case of the Liberty not training its people well, or a lack of investment in IT where an absent persons email rerouted or an automated redirect message sent. To be quite honest writing this letter gives me no joy. Three questions come to mind, 1. Is Liberty FAIS accredited. 2. Based on results I am experiencing from the absolute lack of service are the possible non compliance penalties a reality. 3. What are Liberty's core values. Please do provide me with a written response. You do have my email, I am not able to engage with you telephonically tomorrow. Also note I DO have a policy, the last time I complained in 2017, you were not able to find the policy, I still have on file all previous correspondence. My email sent to Shaqeels email and your info email list all contact people.