Bad service from Metropolitan

My parents have 2 funeral plans with Metropolitan since 1968. Both are over 70. By following up that all is still in place I have to discover that my Father is not on the funeral policy, and the other policy that my Mom still paying after 50 years is gone. They can't give me information. Now suddenly I have to certify all their documentation and resend it to Metopolitan. For what where they then paying for 50years. Now suddenly this is our problem and we have to apply for my father (age 78) for a funeral policy. But I have all the documentation that he and my Mother are on this policy. They don't want to send an Afrikaans person to come and sort out this mess, we must go to our closest Metropolitan offices. WHY??? Metropolitan made the mess, they have to sort it out. The people is not very helpful and full of excuses. A Marieta Fargo, don't really want to do that effort and sorting it out. All she want is certify copies after I scanned everything in. Why don't Metropolitan have all this information. After 50 years of payment and now they don't know what is going on. So, who is taking the money every month for 50 years??? Will Metropolitan refund us for the past 50 years payment on two funeral policies and a group policy that was supposed to pay out to my Mom on age 65? Now they don't know about that one. I have all the proof. Really, this is terrible and not acceptable.