Liberty Staff embrace Artificial Inteliigence and do not work

I have recently emigrated and was due to cash my retirement annuity. I contact Liberty from Portugal in May. They requested that I fill out the neccessasry documentation. I've done this twice since May 2023. I receive an automated response. Seems like Liberty staff and Management are receving salary cheques every month, however nobody is doing their job. What happened to the old 8-5 jobs where people actually worked. I would not recommend investing with Liberty based on their Work from Home Policy, or should I say not Work from Home?