Liberty Life terrible claims experience

Terrible customer experience when processing a Retirement Annuity claim! My mother is not financially aware of the implications when withdrawing funds from my dead father's policies. After getting information about the tax directives, we were asked to consent to the tax. Before we were even in a position to respond, Liberty Life had ALREADY processed the withdrawal and did not give us an opportunity to rather transfer the funds into another fund account. My mother has been told that it is too late to cancel the tax directive (which had not been consented to). Their lack of Treating customers fairly and explaining the options available at claim stage is unacceptable. How was my mother to know the differences between withdrawals and transfer is Liberty Life didn't explain this to her? I need Liberty Life to cancel the tax directive and transfer the full funds into another fund.