Liberty Life Insurance Cash Value Ripoff Greenville South Carolina

 My mother in law has had an insurance policy on her son for over 30 years. She annually renews on September 13. This year she decided to cancel it since her son has plenty of life insurance through his work. She figured she would cash it out and give some of the money to her grandkids.She called Liberty Life Insurance before Sept. 13 and asked what the cash value would be and was told it was $1100. She then told the representative that she would like to cancel the policy and cash it out. The rep. said " okay we will send you some paperwork, fill it out and send it back". My mother in law waited a week or two and received no paperwork so she called them back and they said they had sent it but they will send another one. She finally got the paperwork and sent it back. She waited another 3 or 4 weeks and had not received a check yet. She called the company and asked if they had received her paperwork and when would she be getting her check. The rep said they had received her paperwork and she would be getting her $673 check soon. My mother in law explained that the cash value was $1100 and that was how much her check was supposed to be. The rep said no you let your policy lapse so we reduced it from a $10000 policy to a $5000 policy and your cash value is now $673. My mother in law said no I did not let my policy lapse, I called you before the Sept 13 renewal date and cancelled it. The rep said we did not receive your paperwork before Sept 13 so your policy did lapse. Well by this time my mother in law was becoming pretty upset. She told the rep that if they had told her when she called to cancel that she still needed to pay the premium to receive her original cash value she would have paid it. But they conveniently didn't tell her that when she called most likely so they can save the company some money. The rep even had the gall to tell my mother in law she should have sent in her paperwork sooner, knowing it took weeks before my mother in law even received the paperwork. Well the call ended with my mother in law telling the rep that the company is ripping her off and they know it. The representative was very unhelpful and extremely rude. My mother in law is now cancelling her other policy that she has with Liberty Life Insurance hopefully they don't try to rip her off again.