lack of service/feedback

I\m very disappointed with the service that metropolitan is offering to me at the moment. on the 21/01/15 I sent aquest to cancel my retirement annuity and I was told that the whole process would take 5 working days.When I called for feedback I was told that it would take 5 more days as my documents where sent ti sars and they are still waiting for their respond. it is very frustrating because every time I call I hear different excuses