Liberty does not assist or respond, policy of 18 years still not reinstated, after no effort was made to follow up client

Grandmothers policy has been cancelled, she has been paying for more than 18 years, we did not get any notification, the 1st letter that was received was September 2018, I contacted Liberty and enquired and then my grandmother made an affidavit and we paid what was outstanding, since October 2018, I have been following this up, to date it has not been reinstated, I have not received any communication since following the request, I have spoken to more than 4 consultants, whom have all told me they have escalated the matter and I will receive communication within 48 hours, it has been more than 6 weeks, every time I call I am told they have received payment, funds have been allocated and they dont know why it has not been reinstated, Liberty has taken my grandmothers money for 18 years, and did not have the decency to inform her or on time about the policy not being paid, she is over 70 years. Shame on you Liberty