Employee took the law into their own hands

I am utterly disappointed with the service I recently received from Liberty life. I had recently asked to process a surrender for one of my investment policy. To my surprise I had found out on 08 April 2015 that my investment was not surrendered but rather an advance was done. I had requested for a surrender and not an advance.I was told on 10 April 2015 that a surrender could not be processed on this investment since it matures in May 2016. If this was the reason then surely the consultant who processed my advance should have brought it to my attention that I cannot surrender but rather do an advance. I was never asked if an advance should be processed. None of this was communicated to me and I am disgusted that the employee took the law into his/her own hands without consulting with me for approval. I didn't even receive an apology for this and I have not received a call from the manager to discuss the matter. Obviously Liberty does not care about their clients.This is why I moved my one investment to Investec. I will be communicating with my attorney regarding this matter as I specifically filled and signed forms for a surrender of the investment.