Follow-Up on Two-Pot System Claim Submitted – 1 June 2025

Dear Liberty Team,

I hope this message finds you well.

I am writing to formally raise a concern regarding the status of my Two-Pot System claim, which I submitted on 1 June 2025. Since then, I have followed up with your call centre on three separate occasions, and each time I was assured that everything is in order. However, I have now been informed that the claim has not yet progressed to the tax directive or validation stages.

While I understand that Liberty communicates a 20 working day turnaround time for processing such claims, I am increasingly concerned that this timeline may not be met, despite all required documentation having been submitted at the outset.

I would like to emphasize that the agents I have spoken to have been consistently courteous and helpful, and I appreciate their efforts. However, it is clear that they have limited visibility into the root cause of the delay, which leaves me without clarity or confidence in the process.

Given the circumstances, I am requesting that this matter be escalated and reviewed urgently to ensure that the necessary steps are taken to move the claim forward without further delay.

Thank you for your attention to this matter. I look forward to your prompt response and resolution.