Shocking Customer Care

What is going on with Liberty Life? i have been paying into a policy for 21 years and it matures at the end of October 2023. It is an Employee plan with a funeral, accident risk benefit and a saving section attached. I contacted the Call Centre to enquire about the maturity value and was misinformed and told that it has no money value. to the policy. The staff members are not competent. I emailed them on the 6 October and I have yet to get a response. Are the Executives and CEO of Liberty life aware that their staff is letting them down by failing to contact their clients. Or Is this another case of the fish rots from the head down and we have to find our just how much of the Organisation has been infected?