Libery Funeral Cover 2023 premium outsanding?

Dear Liberty,

Please advice why my mum is still receiving emails that her premium is not paid. A letter stating back to 2023. It really frustrating what is happening and it looks like you don't care of your elderly customers. She wants to know if she can be refunded for all her contributions because every time is the same story. She asked that you debit her account. SO please advice why a premium of 2023 is still outstanding?