Little to No Transparency and Communication from Liberty

I made a request to mature my endowment linked account on 16 Jan 2025. I was notified via email that the turnover time would be 5 working days. On 22 January, I received an email requesting an outstanding document, 6 days after the initial request was made. The document was sent back to them on the same day. I called to confirm receipt of this document on 23 January. I was informed that the document was not showing on the system and that it should reflect by the end of the day or latest the next morning. When I called on 24 January, I was again told that the document was still not reflecting on the system. The call center agent made a plan and this was resolved. When I called again on 27 January, I was told that the document was received and that it would take 24 to 48 hours to process. I asked if that timeline was from receipt of the document, which the agent confirmed. The agent also confirmed that the document was received on 24 January, but recommended that I wait till the next day for the completion of the 48 hour period. I called again on 28 January and was informed that the document was only received on 27 January. This upset me and I asked for a manager to which I was told that there was no possible way for me to speak to one. The agent then told me they would try to contact the agent responsible for the maturity and revert back to me. I received no feedback regarding this. I called back to follow up and was then told that the agent responsible for the maturity was experiencing a system error that needed to be resolved. This would of been an important thing to call me back to communicate. This call center agent also offered to contact the maturity agent to get an update. This amounted to nothing as the maturity agent did not answer and I was told that as soon as feedback was available, they would contact me. I called again after a while, to which I was told that the error had been cleared and that the case was actively being worked on. I requested a manager to express my frustrations as I had already waited the allotted turnover time. I was told that a call back request had been sent to the corresponding manager. I have still not received any call from a manager. This lack of communication is incredibly frustrating. I understand that there should be a layer between clients and the back office but when there are major problems with the process that happen after the communicated turn around time, communication is important in client relations. This is made more frustrating as I urgently need the funds that are being held by Liberty.