Consultants Are ******!!!

Your consultants are ****** and they are causing great grief to customers who have been loyal to you for years! My father took a policy with you over 20 years ago which matured this year in May and he requested to get a payout. Instead, a lousy consultant send though a request for a re-investment. He never received any communication regarding this and I have followed up with his written consent to have this matter investigated. I escalated the incident and there isn't proper action taken here! That policy needs to be cancelled and the money paid out! Can this be taken seriously?! How can you proceed with such without your client's consent?!!! Your consultants keep coming with stories!