Very unprofessional service received

Upon contacting my previous employer on 16 Mar 2016 I found out that Veronica Roberts is the broker dealing with my withdrawal of my provident fund. I contacted Liberty and they advised me that they have absolutely no documents on record. I contacted Veronica and she said that all documents was submitted at month end already. I contacted Liberty again and they confirmed that no documents have been received, again I contacted Veronica and she assured me the documentations was sent in to Liberty. I then asked Veronica to sent me the mail/proof of when the documents was sent in, she ignored my request, I sent the mail another 2 times on the 17th and still no reply. On the 18th after sending the mail again requesting the proof of mailing Liberty my withdrawal forms i phoned liberty again, they then confirmed that the documentation was only sent in on 16 March 2016. I find this very unprofessional as I as the client had to phone around to find out where my claim was. Veronica also altered an email from Liberty so that i cannot see the date the Liberty consultant sent on the email. I still haven't received any feedback from Veronica about when the claim was submitted.