Liberty poor service

I am a very dissatisfied customer. I joined Liberty for funeral cover last year and started paying the premiums until recently, am unable to continue with the premium amount due to unforeseen circumstances. I called the scheme on 16/03/2023 and explained my situation, the consultant I was speaking to advised me to send an email to info and ask them to downgrade my plan. I did that and got an automated response the same day that states that feedback will be given within 5 days. The time period stipulated passed and I decided to contact them today for feedback. I spoke to a very polite and helpful consultant by the name of Siphelele, he checked on the system and located the email I sent on 16/03/2023 he told me that my request has not yet been looked at :( he contacted the department but no one could take the call :( he then told me that he's sending through a follow up email and I should get feedback within 24 hours.

An hour later the consultant called me and told me that he was able to get through to someone and they've advised him that in order for the downgrade to be done I would have to pay the outstanding premium amount which I've already explained that I do not have! I asked if I could speak to someone higher, I was told that no one is available. I asked the consultant who the manager was because he kept putting me on hold to talk to this manager that refused to take the call. He told me that his manager is Sandile.

If I cannot downgrade I need Liberty to refund me all the premiums I've already paid and allow me to apply from scratch. My policy number is ***