WHY IS MY REQUEST BEING IGNORED????

I have an RA, taken up on 01/01/2002. Since taking this policy, I have not had the courtesy of a phone call from Liberty, therefore there has never been any yearly reviews. When my previous advisor left their institution while after taking up the policy with him, it was up to Liberty to ensure I am re-intermediated and inform me accoridngly. This never took place!!!, for Liberty, it was business as usual. So, 2 weeks ago, I called the Client Services centre and spoke to Jermaine. He advised that there is a financial planner assigned to my portfolio and that that advisor could be getting ongoing commission too. I asked him how Liberty could pay on going comm to someone not servicing me? or even worse, someone I have never even heard off. He however, promised to refer the matter to \the back office"and promised that someone will get back to me 48 hrs. How does Liberty calculate their hours because 48 hrs for many people is two days? Unless there is something to hide"