Life annuity-surrender Complaint

My mother is pensioner. She received money form her deceased daughter and at the time decided not to waist the money while thinking of what to do with it. She voluntarily opened life annuity with liberty life. More than 3 weeks ago she notified Liberty personnel of her decision to surrender the policy, as she has already decided on what she will use the money for. Liberty forwarded forms to complete and i scanned and email the forms on the 30th of July. The request has been pending since last Friday when i was told she needed to submit declaration of health form, this form was not provided by liberty the doctor said he needs this form to complete. When i called liberty life call center to ask for the declaration of health form and also check how far is the process i was told that the claim has been deleted.

i did not receive any communication of this and really surprised that liberty can send an email one moment to say one they receive the declaration of health the payment will be done in 2 days and 2 days later i learn that the case does not exist any more.

I have been a client since 2004, i have a RA with liberty, it is so sad to see my parent going through this at her retirement age. What about parents who do not have kids with resources to assist them.

when my mother opened life annuity she was told she can surrender this account at anytime. Having been given forms to complete by liberty staff member proves that life annuity can be surrendered. Its really sad that this financial institution is taking people for granted.

I am really disappointed. i will also cancel my RA and move on to places like old mutual.