Bad customer service

When deciding to invest with a company,you do so knowing that should you have a crisis you will have a back up to cover the expenses.However that is not so with my current situation.I have sent documents for a claim,i was told the documents are not clear enough.I sent another email with the very same documents and today I get an email saying the is some missing information on the documents.Yet the very same information which they want is there in printing.There are just giving me so many reasons as to why they can't accept the claim.Which means it is not possible to claim without going to a branch.As a client I'm not happy with their services,time wasted is progress delayed and it simply means I need to go to a branch and sent the very same documents afresh.As to whether I will be answered is yet another question left.Nkateko Banda from Metropolitan head office ,I'm not happy with your services.