Pension Fund Payout

On the 9 July 2015 my documents were sent to Liberty to request a cancellation of my pension fund on the 27 July 2015 I did the follow up because I was told it will take 2 weeks to process the claim apparently the documents were not received but the documents were scanned and emailed and the email went thought. This is really disappointing customer service now I must wait another 2 weeks for them to process the claim.