Bad service

I had a retirement annuity policy with them. For some personal reasons I stopped paying for a while. I then decided to surrender the policy on 25.04.2025 Cynthia acknowledge receipt. On the 06.05.2025 she called needing by banking details and advised that they are sending to Sars for a directive it is going to take 24hrs. Monday 12.05.2025 I phoned Metropolitan to find out what's the hold up.. To my surprise they told it is sent to Sars for a directive. I then phoned Sars to check, they acknowledge receipt of the request metropolitan but they have since responded. I phoned metropolitan again, the lady who was helping me said they will investigate and get back to within 3 days. On the 14.05.2025 11h30 I phoned Metropolitan and was assisted by Noxolo,she also told me same story of Sars directive. She also requested to go investigate and come back to me which I believe is just to get rid of the call as they did on Monday.