Liberty sucks

I am very disappointed by the way liberty operates..firstly my mum has made a investment on two policies in 2016 which didn't even pick up interest since then...we visited the financial advisor on Monday the 11 June to surrender the policies due to a urgent matter whereby my mum is sick and needs to undergo immense medical treatment and we do not have the funds to do so...the financial advisor helped us complete the necessary documents for pay out..he advised that the amount to be paid out would be the apparent surrender value stipulated on the statement..or it could be more.. NOTHING LESS...and we shall recieve the money on the 15 June 2018. I recieved a email from him stating that the policy will be a bit delayed as it is awaiting pricing and it can take up to another 5 working days..I find this very unfair that we was not notified accordingly and giving my old sick mum the impression that her medical consultation will be on Friday as the money would come through...I called the call centre and was advised the same and was told that we should wait..I mean really??? Wait for what?it should of been stipulated on this kind of policies that this is the process ...we are in the need of this money at our soonest hence we surrendered and also the fund didn't bring any return to us as it was mentioned by the financial advisor...My mum needs urgent medical assistance and now we deliberately get delayed...this is not on...the agents at the call centre is rude...they are not willing to assist...it's like we should just hope and pray that something happens...i am banking on the day that I was promised that the policy will pay...we are not going to entertain such delay because we was not told so..L CHETTY/K CHETTY POLICY NUMBER: ********** 354 AND ********** 361 CONTACT ********** 269