No Feedback

We're been trying to assist a client with the surrender of her endowment policy at Liberty. The completed surrender form was forwarded to Liberty 25 Aug. On 10 Sept we received an email explaining that there is no surrender value on this policy. The client insists that there must be a maturity value so we contact Lliberty and speak to Ayanda (16 Sept) who confirms that there is no maturity value. The client insists that there must be a surrender value so we follow up once again. We speak to Queen (16 Sept) who confirms that there is in fact a surrender value. She assures us that they are busy processing the surrender request, and that the client will be contacted with the details. After no reply or feedback we phone again 22 Sept and speak to Monique who is also of the opinion that there is no surrender value. She will follow this up with Queen and get back to us. After no feedback I spoke to yet another consultant at Liberty, trying to confirm why it is so difficult to see whether there is is a surrender value or not. I also explain to the consultant that the adviser that assisted the client with the policy should get back to her. The client is still waiting for feedback!