*********** Metropolitan for Basics! Imagine this Incompetence when their Customers have to Claim!

I've had funeral policies for my parents and parent-in-law for a number of years and I've never dealt with Metro up until recently, as in the past couple of months, when I simply requested policy updates as specific documents were required by a retirement institution that we were considering. My antennas went off when a repeated request (yes, I repeatedly requested over email) as simple as policy documents could not be fulfilled. I continually emailed their ********** and continually was responded by an *********** employee who couldn't follow a simple instruction. My thought thereafter was "my word, what happens if I have to actually claim". I then did what any normal person in my position would have done. "If in doubt about my insurance company then change them", so I phoned around and decided to settle with 1Life. I emailed Metro on the 7th September 2017 informing them of my wish to cancel all my policies and they acknowledged my email the same day through their automated platform and "committed to get back to me within 48 hours or sooner", but they failed to do so. On the 30th September Metropolitan debited my account and yet again they have acknowledged my email on the 3rd October through their automated platform and yet again they have failed to respond. All I simply want from Metropolitan is for them to now refund me the debit order they took off after cancellation as well as to cancel all my policies with them and to send me proof of this. Metropolitan, you clearly have taken on too much than you can actually handle in addition to the fact that you have *********** staff and training methods.