Unacceptable client treatement

<p>For more than a month I have been struggling to commute two policies, one belonging to myself, and the other belonging to my brother.</p> <p> </p> <p>After a lot of frustration a team leader by the name of Kagiso Mapela took on my case and investigated the matter. I received an email from Kagiso on the 20th of June 2017 clearly stating that he has investigated that no third was paid out from my dad’s death policies. On the phone he confirmed it again and told me our case is with the payments department.</p> <p> </p> <p>When calling Liberty the same week to enquire as to how far the process was, again i was told by Ayanda Siyobe that our claim is with the payments department and it will take up to 72 working hours to pay out. We asked her if she is sure and we confirmed this several times, she also confirmed it several times.</p> <p> </p> <p>Then apparently the case went to another department and a lady by the name of Thalitha Makgopa was handling my case. She informed me today (27 June 2017) that Liberty won’t be paying as apparently the way the pay-outs were structured in 2008 inhibits them from paying out. This is unacceptable as the confirmation was already given to us. She is aware of how the case was handled, and has apologised on several occasions, which does show that Liberty accepts that information was given to us that we are able to commute.</p> <p> </p> <p>How does Liberty commit and then decide to change their minds. Upon Liberty committing, we also made commitments.</p> <p> </p> <p>This is not legal. Once Liberty committed, it should be binding.</p> <p> </p> <p>I want my case with all the evidence and what was said by Liberty in various communication forms to be reviewed. Due to the fact that the commitments were made in writing as well as on recording, I am expecting Liberty to pay out as they said they would.</p> <p> </p> <p>I am expecting any person in the Liberty group that gives me information to be accurate.</p> <p> </p> <p>I don’t care in which department the staff are, they should always give accurate information when making commitments to clients, hence, I am standing my ground and want Liberty to take responsibility for their actions and commute my policies.</p> <p> </p> <p>I will also be addressing this matter on various social media platforms.</p> <p> </p> <p> </p>