BAD SERVICE

I have been asking metropolitan to add my child under me on my funeral cover since 2018 and they failed to do that, now they tell me I have to open another cover for my child because the policy that I have is locked can't be edited. My question is why they did not migrate my cover when they created a new policy number. I decided to cancel my policy and they are failing to send me a cancelation letter instead they sent me a letter stating that my policy relapsed. There is differece between relapse and cancelation, metropolitan I am waiting for the cancelation letter because I've never missed even a singe premium.