Extremely disappointing handling of a ***** matter – poor communication and no sense of urgency

My experience with Metropolitan in dealing with a ***** matter has been extremely disappointing, particularly because of the complete lack of proper communication, urgency and accountability throughout the process.

***** was committed against me, and an investigation was subsequently conducted. I want to acknowledge that the investigator assigned to the matter was the only person who demonstrated any real proactiveness and willingness to assist throughout the entire process. I appreciated his efforts, but unfortunately, that level of service did not extend to the rest of Metropolitan’s handling of the matter.

Once the investigation was concluded, I requested a comprehensive investigation report explaining the findings, outcome and how the matter had been resolved. Instead of receiving the report or even a proper explanation, I was simply refunded an amount with no meaningful communication as to the basis for the refund or the outcome of the investigation.

I subsequently sent a follow-up email requesting the report again. I also raised another serious concern: premiums were still being deducted from my account in September, despite the ***** matter having already been investigated and me having raised the issue. Once again, I have received no response.

At this point, I am exhausted from having to repeatedly follow up, send emails and chase Metropolitan simply to get basic information about a matter involving ***** and my money. I should not have to continuously pursue a financial services provider for a response, an explanation and confirmation that the underlying problem has actually been resolved.

What is particularly concerning is the lack of urgency and care shown towards a client who has already been the victim of *****. The internal processes and communication I have experienced have been so poor that it raises serious concerns about how effectively clients are protected and assisted when ***** occurs.

It is difficult not to feel as though the matter is simply being ignored once the immediate refund has been processed. A refund without an explanation does not constitute proper resolution or communication.

I expect Metropolitan to:

- Provide me with the comprehensive investigation report and findings; - Explain the basis for the refund that was processed; - Explain why premiums were still deducted in September; - Confirm that the unauthorised deductions have been stopped and that no further deductions will occur; and - Provide a proper response to my outstanding correspondence rather than leaving me to repeatedly follow up.

This has been an unnecessarily exhausting experience. Clients who fall victim to ***** deserve urgency, transparency, proper communication and respect, not silence and the burden of repeatedly chasing the institution for answers.