settlement delays

A year and a half later and still waiting on my dad's pension fund to be settled. they keep on asking the same paperwork. same affidavits and always come back with the same story. the broker to this day has never called. i spent hundreds of rands on calls to their customer service dept only to hear that it's in assessment and after the 15 working days, they usually need more documents....the very same we have sent numerous times. what customer service is this? i would never take out any policy from liberty since i have had this ongoing issue the last year and a half. claim is in assessment once again, probably for the 100th time now! liberty don't pay your time, fuel or telephone calls. yet they never phone. i worked with custimers all my life and would never give any customer this kind of service. shows one that you are just a tiny fish against a corporate shark.