Investment Withdrawal

I hope someone can please assist me in Surrendering my builder investment. This is due to the promise that was made to me that I would get some money from the account and that was after the lady had convinced me not to surrender the policy but to withdraw some funds from it. This was on the 12th Of September 2017 when I logged a call and spoke to one of the consultant who I believe was from the Retention team, she did her job very well and made me realize that I can just withdraw from the account, she even took the steps to send me all the documents and I completed them and sent them back to her the next day which was on the 13th September 2017 she then sent them to the policy changes department. She advised that the funds would be processed in 7 working days and I was okay with that. I was later introduced to one of the financial advisers as I did not have a financial adviser since 2016. I then asked him to please look into the matter for me this was on the 21st September 2017. He then came back to be with the feedback that the documents sent were not completed. I confirmed the amount with him that I would like to withdraw and completed the documents and sent them back to him this was on the 26th September 2017.He advised that everything was fine. On the 3rd October I received an email from the assistant advising me to please complete and send documents back to her asap which I did on the same day. I have since not received the funds and therefore would like to please end the relationship with liberty asap. This process has taken me almost 30 days and still nothing from Liberty. I am not happy with this kind of service.