Slack, impractical and backward service from Liberty Life

I am trying to send money back to liberty life for an annuity payment that was made after the date of death.

Liberty Life sent me a letter with instructions on how to re-pay the money. I followed the instructions to setup an EFT through FNB and the online banking gives me an error stating that I need to provide the 14 Digit policy number as a reference. The reference I provided *is* the 14 digit policy number provided by liberty.

When asking why it doesn't work I was told that I would have t go into a Standard Bank branch and pay cash into an account. So I must draw cash from my bank and incur cash withdrawal charges because Liberty are too slack to fix their electronic services.

Twice I have received a response from call center agents confirming that the EFT payment will not work. Why are Liberty then sending instructions via email when this is the case? I doubt Liberty Life are going from bank to bank depositing cash into the bank accounts of their annuity customers!

Sadly, they will respond and say that depositing cash is the only way to do it and that is where it will stop. No other assistance will be forthcoming.