No communication, not following own procedures.

I emailed Liberty Life on the 7th of December telling them i needed to make a withdrawal on my one policy due to an urgent financial upset. I received back an email from them saying that they are processing my request and it would be completed in 7 working days.

I emailed them again on 6 working days to ask for some feedback as to how soon the process would be completed. I received no feedback. I emailed them twice again and no feedback, I had to phone to speak to someone as my emails were ignored. I was told they would escalate the request for feedback.

Finally latte this afternoon i get an email saying i need to fill in forms and send the copies of ID, bank statements. This is now 14 days after i started the process. I filled in the forms and sent them back. I then phoned again to ask how long it will take now that all the forms were sent in. I was informed that it could take another 7 days to be resolved.

I informed them when i requested the withdrawal that it was urgent, urgent enough that i could lose my place of residence if not resolved by tomorrow. Liberty does not really care about that. They do not respond to communications and do not even follow their own procedures. I asked for a manager to call me today, lets see if anyone actually bothers.

Maybe i can set up a cardboard box at their offices to house me and my wife since liberty does not care about helping their long term customers.