Bad client service and possible *****

I recently had a disappointing experience with a Metropolitan Life financial advisor who contacted me from what appeared to be the KwaMashu branch in KZN, Friday the 11th of July 2025 at 11:55. He informed me that my email address was not on the system and needed to be updated. I provided the information, and he then began explaining that my funeral policy did not include the cashback benefit. However, the call disconnected before he could finish his explanation.

Shortly afterward, I received a policy document reflecting a new start date of 01/09/2025. I had not agreed to any changes, as the call ended prematurely. I attempted to contact him for clarification, but he did not answer. Only after I sent a voice note indicating that I would escalate the matter to head office did he return my call. He responded by saying he was busy with other clients and suggested I visit a branch for further explanation. He also stated that my voice note had ****ed him off and abruptly ended the call.

I am concerned about the level of professionalism displayed and the lack of clear communication. I did not request an update to my details, and I do not believe it is appropriate for me to be required to visit a branch under these circumstances. I have no intentions of renewing or making changes to any of my policies and I request immediate assistance with this matter.