Policy holder

I have an investment policy with Liberty, I have been contributing to this policy since 1999. On the 1st of March 2023, I requested to surrender this policy, I was told at the time that it would take 5-7 working days for the funds to be in my account. after 10 working days, 15 calendar days, I have not received any funds, and when I call the call center - 3 times on 3 different days, the customer service promises me that I will receive a call from the back end office providing me clarity on this request, the backend team never do. When I email, the "back office" the response is that they are working on my request, but they do not provide any insights as to when this request will be completed.

The reason for the delays on their end is because "We have implemented a full work-from-home strategy and have equipped our staff with the technology needed to continue to be of service to you." Not sure why that strategy would either improve or make the delivery of server worse, but to date, I sill have not received my funds or had any commitment of when the funds will be in my account.