Liberty lying

<p>I have received an email from Liberty Life on the 4th of April 2017 stating that there has been a calculation error on my policy that has been paid out in 2015 and that there is an amount of ....... that is owed to me and will be credited to me.</p> <p>I have been following up this numerous times and everything they keep on advising this will take longer than expected because it is a calculation error but should take 4 weeks... (it is now 5 weeks)</p> <p>Then after following up today I got another email that states that they will not pay this amount out to me as there was no error... It I feels that they did advise me that this money is owed to me - why did they not get their facts straight before sending me the initial email - now it feels to me as if they are lying just not to pay this amount out.....</p> <p>I will be taking this further....</p> <p> </p> <p>This is the letter from them: </p> <p>Dear Miss Ernst Erasmus </p> <p>Correction of your AA Universal policy</p> <p>The purpose of this letter is regarding the amount that was paid to you previously. We identified an isolated error on your policy after a recent management review and found that the value paid on your policy was understated. This contract is now out of force. I would like to apologise to you for the unintended mistake.</p> <p> </p> <p>At Liberty, customer satisfaction is something that we take very seriously and we take all reasonable measures to ensure we meet our customers’ expectations. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always found and preventable measures are introduced. We have put controls in place to mitigate any potential risk which may impact our customers. These precautions will ensure that such errors will not happen again in the future.</p> <p> </p> <p>What does this mean for you?</p> <p> </p> <p>Liberty recognises this mistake, therefore the amount of .........., which includes growth, will be credited to you as per your banking details previously given. If you no longer use this account, please send us your new banking details together with a copy of your identity document. We once again apologise for this mistake and we trust that our actions give you comfort that our customers’ expectations are always our priority.</p> <p> </p> <p>Thank you for your understanding in this unfortunate matter.</p> <p> Contact us</p> <p> If you have any questions about this letter, please speak to your Liberty financial adviser or broker, or call us on ***or ********** <p> </p> <p>Then this is the email today:</p> <p>Dear Miss Ernst Erasmus </p> <p>Please be advised that we tried to contact you on Thursday the, 13th April 2017 and you were not available. The final audit on your contract has revealed that there are no monies due to you. We apologise for the incorrect information in the letter dated the 4th April 2017.</p> <p>This serves to confirm that the abovementioned letter is not valid and is now withdrawn. </p> <p> </p>