*********** & useless!!!

I have 3 policies with metropolitan life. I have recently changed my bank account and have been trying to get banking details so that I can pay my policies because I know it is late for them to debit my premium on my new bank account. I am currently out of country and have sent someone to Metropolitan's Maponya Mall branch to get the banking details on the 2nd November, and the person was told that I need to send a letter via email, to give my new banking details and the premium will then be deducted, I sent the letter on the same day and I did not get any response or confirmation of receipt. Then on the 4th, I receive an sms saying my policy has been cancelled. Then I send the person again today (06/11/2018), then he is told that I have to come in person. How do I come in person when I'm out of SA, and why was I told to send a letter if it is useless to do so.. I'm very irritated right now by some *********** people who just want to sit and get paid for doing nothing. All I'm asking for is banking details so that I can pay my premiums and they can load my new bank details for end Nov!!!!