Appalled by client service

I am beyond frustrated with Metropolitan Life. I have been trying to process an emergency savings withdrawal due to ill health for almost 3 weeks.

I provided them with my divorce decree and new ID almost 2 weeks as I failed to provide them with these documents previously.

The bot fails to proceed with the payout because I've reverted to my ****en surname. The ID number is still the same & bank account as well.

I've made 4 calls into the Call Centre to assist and always the same response the back office is attending to the request. As a client of almost 28 years this service is a absolutely appalling.

I expect feedback soonest and a call from Management to explain the delay.