Ignoring a beneficiary form and Splitting money as if it was your own to decide

Liberty's service and responses are shoddy, to say the least. Sanele Gumede was handling a claim and to our surprise, the wrong payments were done and none of the beneficiaries was contacted to discuss. Does a beneficiary form not mean anything? Do you just willingly split payments equally without ding the due diligence and following the beneficiary form? Do you not seek legal opinion when it is complicated? Does not seem like they did their due diligence and now we sitting with the issue and they do not respond to a time-sensitive matter. After calling the call centre as they say in their auto-response for urgent assistance we were told that they cannot help and we need to wait for Sanele to respond on email. Since this morning there has been no response, bearing in mind it is time-sensitive as the payments have been released. Whose job will it be to get the money back and investigate if we cannot even get a response?