Unhappy Customer...Very displeased by the service received.

I am very unhappy with the service that I have received from Liberty Life. I have had a policy with the your company for the past 8 years. In March of this year I called your call center to cancel(cash out) on my policy as I had this option to cash out at the age of 55. I spoke to one of the consultants, (I cannot remember her name) who advised me not to cash out as I had an option to take an Advanced Loan which could be paid back at a later date. I advised her that I was currently not working since in had to leave my previous profession due to health issues. She advised that the policy has a benefit that pays my policy premiums and I can take the advance, then pay back this amount when I find another job. She advised that this benefit will pay for the premiums for the next 6 months. I then signed the documents for the Advance loan, which was to be paid back in September should I get another job or cancel the policy all together as initially intend. After months of searching for new employment, I have got nothing. I sent emails requesting for my policy to be cancelled and for me to get my pay out. I was then told your consultants that my policy is now out of force. When I asked them how this is possible no one is giving me an answer. Prenesha Singh and Sabelo Nkonyana both responded to the emails and failed to answer any of my questions, as to how and when your company decided that my policy is out of force when your consultant advised that the policy has a benefit that pays my premiums for 6 months. Sabelo Nkonyana then advised that the Advance that was paid in March was a benefit, when I asked him to explain he failed to this, I then requested that all my calls with your company since March be pulled so as to prove what your company is claiming that I was informed of that the Advance Payment made in March to me was a benefit as Mr Sabelo Nkonyana claims and not a loan your consultants did not respond to this, they alluded to the question all together. Is this the service that you offer to your clients. All I want is the payout as I had intended in March to be processed.