Investment Annuity

We recently took a Investment Annuity for our mother with liberty, the agreement was that she will receive a monthly amount of 2713.73 on the 12th of every month, but ever since the annuity has began Liberty has never deposited the money on the agreed date instead we are getting different dates from 22th to the 24th, as for this month they haven't deposited anything yet and its the 25th, this is frustrating our mother because she cannot budget correctly and we've been from pillar to post with the consulted, they sent an email with a portfolio update subject but the attachment requires our mothers ID number to open, when we insert the ID number doesn't work till today we don't know which is the correct date for her monthly payments. we need clarification on this! Policy number:LB ********** Financial Adviser : Juanita Janse van rensburg