If you don't want business with me then pay back my money

Hi. I am so disappointed and I feel I have been ******. After 4years being with Metropolitan all of a sudden my funeral policy has lapsed. With no communication with what's happening. I've been calling and calls would be dropped. I have sent a call back request on their website and instead I receive messages thanking me and that issue has been resolved but no one called me. It's such a shock with a well known company they can do such.