Unable to get my funds in time promised

Last week on the 9th of June i submitted my surrender form to Liberty life with all the requested documentation. On the email I cleared stated if there are any outstanding documents please advice me. <br> On the next day I received an email notifying me that my payment would be made in 5 business days. <br> That was all good and well. <br> <br> On the morning of Monday the 15th June I checked the status of my policy online with the expectation that it would be closed by now as today is in effect the 5th business day. <br> <br> Upon this shock I contacted Liberty life to enquire of the status of my claim. <br> In about 10 minutes I got an email notifying me to furnish Liberty with more documents. <br> <br> Now for me this was a shock because clearly the response I got last week was sent without even reading my email. <br> This is in no way in line with Liberty supposed vision \Our vision is to make a real difference to all our customers. We will continue to look for ways to build further value in everything we do."<br> <br> Liberty is not considerate of their customer needs"