Liberty is refusing with my pension fund.

I have a policy with this company i request to withdraw my funds as i had left the company i was working for..... They refused with my money saying they don't pay with the bank i was banking with. Now i requested again for a transferre of my funds to a new service provider its been 2 weeks no reponds from them. If i phone them they put me on hold for over 30 minutes whislt they say they trying to check to no avail.