Frustrated - Processes not followed

I have had my policy with Liberty for 19 plus years. I was provided with a new policy number and i sent an email requesting confirmation that my premium payments were allocated to the new policy number and to be provided with an updated statement once done as i was no longer receiving statements. To my sheer horror and shock, i received the statement and the status said "lapsed." It is clear that my premium payments that had been made to the old policy number were not allocated to the new policy and neither were those payments made to the new policy number credited either. I would like this to be corrected and my policy reinstated to reflect in force as a matter of urgency.