Service,process non existant

If there was 0 star rating I would rate Liberty that. A ********** policy was opened with my mother's ID and deductions are going off her payslip. She personally(more than3 weeks ago) went to Liberty Braamfontein and she was told the policy would be cancelled and she will be given a refund, however a consultant will call her. Safe to say that more than 3 weeks and nobody has contacted her and the stop order went off again. when you contact Liberty they need need information even when you have given them an ID number. See why that policy was successfully opened,LAZINESS. Instead of getting the information from the customer and do your investigation you still want the client to tell you information that you get and see infront of you. What must we then do Liberty as you are not will to assist us with your carelessness? is this treating the customer fairly when we have to follow up on your process with our money and time? Are you unable to do your job without several follow up? We shouldnt be following up really. After we have made you aware, the ball is in your court but you just sleeping.