POOR CLIENT SERVICE FROM LIBERTY

I made a fatal mistake by investing some of my hard earned retirement savings with Liberty. Having heard a brief presentation by their financial adviser Sandy Soobramoney at their Ballito Branch I invested my money. An investment in 2015 has now been reduced by R43000 . How does a company lose that amount of money in 4 years? On every enquiry with the same consultant her standard response is "The market is down phone the call centre". In frustration I finally called the call centre on 2/4/2019 at 8.10 am and spoke to Kapelelo and his response was also the market is down. I requested that he arrange for someone from within Liberty office call me to explain this investment to me. He promised that at 14.00 someone would call. No one did. On the 3/4/2019 I called again and spoke to a Nomkitha and she said the enquiry was registered on the system and she will get someone to call. On the 4/4/2019 a financial adviser from the Stanger branch called . I explained my concerns with her ,she requested documentation of the investment which I gladly handed to her on the same day. She promised to get back to me the next day. On the 18 th she called to inform me she has requested more info from Liberty head office and was still waiting for the information. On the 24 th she called again to say she was still waiting for the information. On the 2/5 she called again to give us some information and this again was not a good explanation as to why the investment has decreased. She again explained despite all her efforts was still waiting for more information that she has requested. It has been over 1 month and I still await a detailed explanation as to how an investment can lose so much of value in 4 years.