Empty Promises bad customer service

Good Day I received a payout on a provident fund policy from liberty last year. I am trying to submit my tax return but Liberty has not declared the lump sum payout amount. I have been trying to contact them for the past week with no luck I am not happy.

After all of this I was promised the issue would be resolved by the 2nd November 2020, I have tried to submit my taxes the same issue has occurred I am not sure what to do going forward.