LIvery retirement annuity dissatisfaction

I've had a retirement annuity with Liberty since 2015 and ive been struggling with service for the past 2 years now, my financial advisor never sees the need to call nor to update me on anything. My policy is currently not active as i missed a debit order and started paying manually ( eft ) to cover the deficit and was reimburded with all the premiums paid manually of wich led to me calling in to enquire as to why was i reimbursed my premiums, I was told that they see my manual payments but needed a debit order and I then asked where is my financial advisor & why am I managing my portfolio and could not get answers. I then asked what was the complains process and then laid my complaint ( told I would get feedback within 6 working days and we now on day 15 with no feedback. The service is appalling & Ive tried to reach out but am now tired of the back n fourth. This is now the 2nd time i reach out to them complaining about lack of service from my Financial advisor and have all the paper trail to prove my statement and dissatisfaction. Liberty is no longer the same & i advise others not to consider them