Horrible Service

I called Liberty on the 10th of January to let them aware that I need to surrender my policy that I've been paying for 15yrs, they checked, gave me the surrender value and sent me the form & I was told it will take 5-7 days. On the 11th I e-mailed the forms back to them with the other documents they needed, but 7 days passed my money was still not in my account, I then sent an email to ask for an update but I only got a reply from them 3 days later telling me that I can't surrender from a retirement plan (of which that is not the policy I'm surrendering from) they didn't even bother to check the form I've sent the previous week as I've written the policy No. on it (which is for an Investment) I've been communicating with them but not getting any assistance and my money is still not credited into my account & now they're not responding to my emails and I don't know whats going on. I'm really frustrated by this whole situation as I have been paying this for 15yrs.