Refund for deceased beneficiaries

I am so disappointed in Liberty ,I use to trust the brand but the service I have received from that has moved from worst to nightmare. I sent an e-mail on the 27th September requesting them to remove 2 of my beneficiaries who passed on in July .They have advised I need to send Id copies and death certificates of which were sent through on the 11 October and they kept saying there are no attachments on the email.I kept sending and sending until they advised they were received.On the 26th October they deducted again ,even now on the 26th November they deducted and there is still no feedback or updates with regards to my refund.I feel like they want me to cancel the policy so they won't have to refund me.Liberty claims and customer services are pathetic and its shocking.All I want is my refund Please. Nomakhosi Ndaba