Beware of Liberty Life

I have a client who has a Liberty Life policy which has been in force since 1994. In August, Liberty Life did an odd debit from the client's bank account and then stopped debiting the bank account, with no notification to their client. When we queried it, Liberty said the policy had been cancelled - we then assisted in getting the policy re-instated, which required a signed quote from the client, as well as some arrears to be paid in to Liberty. In November, Liberty did a couple of double deductions and an odd deduction from the client's bank account and they simply will not answer our queries for a breakdown of what these odd debits were for. Also, the contractual/signed for debit order is different to what they are deducting. All our written requests are fobbed off with an automatically generated email or emails that start with "apologies for the delay in replying" but with no clarification on the query. The client is fed up with Liberty and would like to cancel the policy, but we are trying to encourage her to keep it in place. She has herself tried to call Liberty Life, only to be cut-off midway through her query, with no call back and then an impossibly long hold on the call-center line = more lack of service. If a Financial Advisor can't get assistance from Liberty Life and an actual CLIENT can't get assistance on an existing policy - where do we go from here? Beware of taking out policies from companies that do not provide client services!