Disgusted by the servicre and treatment I am recieving after so many years of being a loyal client

I have been trying to surrender my life cover of 9 years with Liberty Life since 18 October 2022, and I keep getting getting the most horrible service ever. I don`t know how many complains I need to write to get a simple request done. After waiting for more than 7 working days from the 18th October 2022, (as the respond I received ) I made four follow ups, till now no conclusion from Liberty`s end has really frustrated me and caused me a lot of stress. Liberty Life continues to ignore my request and even though I had explained my current financial difficulties due to me being retrenched last year, they still debit my account, which clearly indicate how much they do not take me or my requests seriously. My payment for end of September did not go though, I immediately contacted them through my broker to arrange they debit my account again as soon as possible, I was informed the debit will run within 24 hours and that did not happen, so I was under the impression it was cause I had asked to surrender my policy. To my surprise my account got debited again the end of October 2022, this is after all my attempts and communication. Now I have a record with Liberty of two unpaid debits, which is very frustrating considering I have been communicating. On the 7th November 2022 again I wrote another complain to Liberty, and was told the turn time for their response is a day. Which brings me to the reason why I now resorted to bring my complain to this platform. I just saw their response and I am extremely upset with their response, focusing on this I did not ask from them. I hope a solution will come out of me taking my complain to Hello Peter , or do I need to find out from Liberty Life exactly how far do your clients need to go to get a simple assistance. Please note it has been three weeks since I sent my request, how long still do I need to wait??