Bad customer service

I have a funeral policy with Metropolitan and which I want to switch the policy to my existing FNB funeral policy, I started with the process on the 30th of June, relevant documents were sent to the email received from the consultant, I have been calling to check the process of switching every day since 7 days after the email was sent on the 30th with no luck, every consultant that I was speaking to, were advising me to resend the documents in order for to get an automative response from FNB with a reference number so that they can access my profile, I have explained numerous times that I do not get an automative email if the email I sent has an attachment which is "the document required". Only on Saturday the 12th of July I was advised that the email address that I was using is incorrect "***", I was given another email address "***", the email address is invalid. I stayed on the call for more than an hour yesterday trying to resolve the issue with no luck, fnb consultant are good at promising the customers to transfer the call to the relevant department then drop the call without transferring, one of the consultant got angry and dropped the call when I was asking to speak to someone who can assist me with this matter "a manager or supervisor", the reason why I have resorted in the hello peter platform is because, I have already cancelled my policy with metropolitan as I needed to submit my cancelation letter to FNB so that they can waver the waiting period. Should anything happen to one of my dependents then it means I won't be able to give my loved one a dignified send off. I need urgent assistance.