Service dissatisfaction

I have 3 policies with Pure Hearts which are registered between myself & 2 sisters since I could only have 1 on my name & needed to cover everyone in my family. Around August in 2022, I was told one of the policies had lapsed which left me confused since I pay for all 3 policies concurrently. Since then, I have been attempting to get the policy reinstated ( by the way, I continued to pay). No one, including the founder is assisting me despite numerous attempts. I have left no stone unturned and physically attended one of their funerals in October 2023 and spoke to the son who took my contact details and promised to get soneone to call me but to date, I am yet to be assisted to get the policy reinstated.

I mentioned to the founder in my desperate plea that, my mom is on the same policy I'm told has lapsed and I will not forgive myself should I not be in a position to give her a decent send off but this doesn't seem to have meant anything to him.

I'm really frustrated as this matter has been going on for over a year now. I can't get through to any of their phone numbers and my chats on whatsApp are just being read& ignored. All I need is for someone to reconcile all the payments I have been making so that the policy can be reinstated. I have since indicated to them what seems to be the issue resulting in them not being able to allocate yet all that has fallen on deaf ears (instead of using the policy number as reference, the initial & surname were used). I pointed this to them in November when they could have picked this up themselves when they realized there was no premium allocated towards this policy.