Death claim on a retirement annuity

I have been dealing with Metropolitan in respect of a death claim on a Retirement Annuity. Documents were submitted on 8 January 2025 at the CapeTown branch in Strand Street. Additional documents were required which we submitted and Archibald Charles is the call centre consultant that we have been dealing with. He was off for three days, either sick or on leave because they could not tell me why he was not available. I called into the call centre on Wednesday 29th January to enquire if he was in office to speak to him but was told he was on another call. I requested a call back but alas no call to date. I emailed him but also no response on email. My son, Liam emailed him and he responded to him to confirm that he had received the additional documents and would give us feedback. I emailed him again this morning 3 February 2025, no response. I called and left a message for him to return my call but no return call. My son also emailed him 3 February 2025 and guess what he responded to that email. I still have had no return call from him. This has become extremely frustrating not know what is happening with the claim.

My son, Liam then called in on 3 February 2025 and spoke to Thoko and her service was impeccable. She advised that all documents are in order and no outstanding documents required. She also advised which Archibald DID NOT that the claim is with the Board of Trustees. She told Liam that we should have further feedback by the end of this week being 7 February 2025. We also called to speak to a Manager and was told by Noxolo that all Managers are in a meeting. Liam then asked that his call be returned to lodge a complaint for the extremely bad service we have received through Archibald. She dismissed Liam by taking off her headset and only after Liam kept on asking for her response she acknowledged his request. We did not get a return call from any Manager and this is once again extremely bad service. All your calls are recorded for confirmation.