TRUE Retirement Annuity Payment Status!!!!

Submitted a Retirement Annuity Payment request on 27/03 at 06:05 which was acknowledged from the Liberty Client & Advisor Service Centre via an auto response message at 06:07 which advised that my request will be processed within the next 7 working days. This was followed by a further autogenerated mail and SMS at 06:11 providing me with the reference number. Later that day at 19:37 received a mail from Sheila Mahwete advising that a tax directive will need to be app**** for. On 30/03 the call canter agent confirmed that the tax direct was received and that my request was with the payments department and that I should have the funds in my account within 24 to 48 hours.

However, this never happened and when I called the call canter again on 03/04, the agent advised me that this could be due to the timeframe falling over the weekend and that I need to take this up with my bank - which I duly did. My bank confirmed that no such payment was received from Liberty – no surprise here. However, when I once again called the call canter yesterday 04/04 and to my complete bewilderment was told that my payment request was never dispersed and that my request was still pending waiting bank account verification. The agent advised that he would escalate this to team leader but based on the above misinformation and lies one can only assume that this too never happened.

In view of my above interaction and experience with Liberty Life, one is left somewhat disillusioned about the service offered by them and somehow troubled by the thought that paying customers (investors, pensioners etc.) have entrusted them with their financial matters when clearly there something amiss in their culture, processes and technology. This further begs a further question as to whether I would like to keep my remaining portfolio them?

So can anyone at Liberty advise me on the TRUE status of my request and when I can expect to receive the payment.