Very bad services

I have not received my cash back after submitting my documents for weeks. My husband`s policy lapsed after making an immediate payment and to Liberty the payment has been done on the 18th of November 2021 which is not true. My colleague received a letter that he is not paying his policies with Liberty of which he has a proof of payment and they are not responding to our emails and we cannot reach to them via telephone. it is a very distracting time with Liberty during this time of high rate of death.