Pathetic service By Liberty Life

I have not been able to access my portfolio via their online portal. I have 3 policies. Previously I was able to do this. I have tried the Whats up service and also called *** and send emails to the *** I Spoke to an agent Ursula more than 2 weeks ago who said my issue is that none of my policies have my Identity number. I said my account gets debited by more than R2000 every month for some 20 years plus. I was able to access this before and I hold all the original policies what must I do. She said I must email her a copy of my identity document which I duly did the same day. I followed up twice on the email and there is no response. Today I again tried to access my information with no success. This means she has not corrected my details yet. How long does it take to do this!! The service is appalling yet they are good to take your premiums every month.