Liberty Life

I am a disabled doctor and receive payment from Liberty for my disability. It is important that I submit my tax documents and need a IT3a from Liberty. I sent and email to the email they keep repeating when you try to phone them - response in 48 hours is promised. This did not happen so tried to phone them and got anwsered by one person who said would transfer to right department. Well I spent at least45 minutes waiting for a reply! Why do they not send you these tax documents when need ever year, answer their emails and their phone calls. Very poor service!!!