Incompetence!!!

I have been declared disabled by Discovery Life and wants to do an early withdrawal of my RA based on disability. It has een ongoing for months and months. My instruction was clear: early withdrawal based on disability. They got a wrong tax directive based on early withdrawal (and NOT early withdrawal DUE TO DISABILITY!) I seeked advice and was told by a CA specialising in Tax Law that I must not have the policy paid out on the wrong tax directive as it cannot be fixed afterwards, so I put it on hold. I asked Liberty Life to fix the tax directive and was told that "they are not in the business of getting tax directives"!!!!!!! Law states that I am not allowed to approach SARS regarding a tax directive for a policy with a company - it must be done by the company and if they made a mistake, THEY must fix it. I am now paying for a CA to help sort out this mess as Liberty is just useless, unresponsive and unwilling to fix their mistake. This mistake now has knock on effects which is delaying the process even further. I am ready to now take this to the Ombudsman as, after close to a year, they just sit back while I am permanently disabled and they are taking advantage of this! Shame on you Liberty, shame on you. It is, after all, MY money that is there - they are not doing me a favour!