Bad service

On March 10, 2022 I went to Metropolitan offices to request a refund for ********** policy deducted on February. I discovered that my policy has lapsed, and they were only supposed to cancel the tombstone addition, not the entire policy. They encouraged me to contact customer service, they instructed me to email the letter stating that I must request Metropolitan to cancel tombstone additional not the entire policy, same day I emailed the letter which was 10 March 2022 and I received automated response. Since no one from Metropolitan has contacted me, I called to check the status of the policy. Nothing has been done and they even told me that they couldn't find the letter. When we try to resolve matters as individuals this people are not taking us serious