Bad customer service from Metropolitan

I have requested my policy to be surrender policy number ********** 529, I had so many issues with the certifying of documents because according to them they could not see the documents clearly, so 3 times I re-sent the documents. Eventually I was helped and received my money, I did telephonically spoken to them in advance and they confirmed that my debit order has been cancelled but the premium still went of on the 25th of July 2018. I requested via e-mail refund of my premium, I mailed the bank statement to ********** on the 6th of June 2018, I received an SMS to requested up-to-date bank statement reflecting my June premium, 9 July I re-sent the bank statement and again got the same SMS, today I received an SMS to say that my refund request has been closed due to outstanding documents. I phoned and spoken to Thato and after searching he got both e-mails, he said they did not know for which policy it was, but in my subject line I had my policy number, he now said ok the refund will be process and within 48 hours the refund will be done. Herewith the mails sent to them as proof: From: Margaret Kapp Sent: 09 July 2018 10:56 AM To: 'Metropolitan Info' Subject: FW: MC Kapp premium for June deducted after policy has been surrendered ********** 52

This is the 2nd time that I am sending the bank statement, on page 2 last transaction is the June 2018 premium deducted.

This is becoming an issue to me, I keep on receiving sms’e but I did what you requested from me, I urgently need my refund.

Your urgent assistance will be highly appreciated.

Regards Margaret

From: Margaret Kapp Sent: 06 July 2018 02:07 PM To: 'Metropolitan Info' Subject: MC Kapp premium for June deducted after policy has been surrendered ********** 52

Good afternoon,

I hereby refer to SMS received today, attach hereto my bank statement as requested.

Regards Margaret Kapp **********

The customer service and treating customers fairly act does not comply to Metropolitan, the service I received is unacceptable and no apologies nothing, I am so glad that I have nothing with them anymore and surely will not take another policy with them.