POLICY NON PAY OUT DISPUTE

I have been in contact with Liberty Life since 26/6/20 to apply for a cash pay out on my retirement annuity policy. On 29/6/20 I confirmed and they acknowledged receipt of my application and told me it would take 8 days to finalise. On 7/7/20 I queried the status of my application and they told me that my application had already been finalised on 2/7/20 and that there were no funds due to me as SARS had "taken all the money". Up to that point, I hadn't received any contact from Liberty Life as to the outcome of the application. I didn't understand what was happening and was told that I could take it up with SARS to get confirmation that I had a tax deductible due to them. At first I thought I would just leave it but on 9/7/20 I phoned SARS and the representative informed me that there was no tax or penalties due from me and that Liberty Life should've settled my application in full. I immediately phoned Liberty Life to query the discrepancy, I spoke to Mongezi Dubula who in turn provided me with a copy of the tax directive from SARS that clearly stated that I did not owe SARS. Upon receipt of the tax directive, I phoned SARS again and providing the tax directive number to them, I was once again informed by a different representative that it was not true that I owed SARS money and that they had absolutely nothing on record that indicated that Liberty Life had payed the money over to them. With this information I contacted Liberty Life again, this time I spoke to Precious who was unable to get hold of Mongezi whom I had earlier spoken to. Precious said that she would refer the matter to management and that it would take 24 to 48 hours for them to give me feedback via email. Something is not right here, Liberty Life never advised me that my application had already been finalised on 2/7/20. If according to them, why had they not paid the funds over to SARS when they determined that there was no money due to me? Why do I have to wait another 24 to 48 hours for them to give me feedback? This is unacceptable and what if I didn't contact SARS, what was Liberty Life going to do with my money seeing that my application had already been finalised on 2/7/20 but they never paid the funds over to SARS? I would like this query to be resolved as a matter of urgency and that the funds be released to my bank account with immediate effect.