Poor service from Liberty Life

I've been trying to resolve an issue with Liberty Life o.b.o. my 80+ parents. Liberty canceled a life policy even though payment was made before the cancellation letter was sent. Only Liberty never allocated the premiums paid into their account by my dad using the policy number as the reference (seems like a pretty good reference to use right?) because they have some complicated requirement to use as the reference to allow for autoallocation of payments. And a human apparently can't figure our what the payment was for until yet another query with Liberty. I dealt with Tsego in the Call Center, who explained the issue behind the issue, but couldn't help me further. She promised to get her manager Pauline Somo to call me - but of course, no call.