Liberty Staff don't know what they are doing

I requested forms in order to urgently withdraw funds from one of my policies on the 26th August. After submitting the required letter of Authority, I eventually received the forms via e-mail from Baphi Xhosa on the 28th. When I phoned the call centre today, I now discover that there are other forms I need to complete as well - which Baphi neglected to send through. I have repeatedly informed Liberty that this is an urgent matter. Their staff are supposed to be trained in the correct procedures in order to guide the public through the correct steps required!!! Now I'm starting the whole process from the beginning all over again. I'm bitterly disappointed in their *********** staff. THIS MATTER IS URGENT!!!!