Incompetence!!!!

On the 20th of March 2015 I called to cancel a retirement savings policy and the call center assistant told me to sent them my id copy, bank statement and proof of residence. She told me that I will get my refund within 12 working days. Today is the 16th April 2015. I called to follow up on the progress of the refund. The consultant who assisted me told me that they haven't received the documents. After I rudely told him he is turning me into a fool because I proof that I did send them and in fact their company is making me a fool because I've never received any joy from them, he told me that my comment was unfair to him because if the documents don't show it means I did not send them. After a long heated argument, he decided to check and he found them. He told me he is surprised that they were received but no one has worked on my claim. So I asked him how long must I now wait cos they put me on ice for 28 days or rather 18 working day, he told me 10 days. Its sad enough that metropolitan is not refunding me all my savings that are due to me, I still have to deal with ****y call center personnel. It is clear that since I'm moving all my policies from them they do not care anymore.