cheated of my money

My policy recently matured with metropolitan. Procedure is that u fill in the form and are informe amount paid out. Cool. Now a month after the payout I found the original documents stipulating a different and bigger amount that will be paid out on maturity. I then went to metroploitan who said there was nothing they coulld do at the branch, it needs too be sorted out by head office. Bongani the consultant that was helping me then scanned my document and sent it off. Now three weeks down the line I still have not received any feedback after sending them emails every week. I then called where the call cy query was sent to the wrong department she will forward it to dep which usually takes 10 to 15 days for them to respnd. I said this is unaccepatble because its already been that long. I asked to speak to the complaints department, she said the woman that can help me is busy but will call me back. This wednesday its saturday and still no call. Now I ask you, is that good customer care on their side