Metropolitan Dealings

I have 2 policies with metropolitan and requested a while back to see the policies because I wanted to see whom I had covered. I noticed that there was a name that I did not recognise. I asked my family if they knew the name thinking it might be one of my uncles and sure enough no one knew who the person was. I eventually decided to call metropolitan to ask for the person to be removed and hopefully to get my refund. Spoke to a consultant who told me to the documentation i needed to forward with my mail and that it would take 7 working day to process. On Sunday the 26th of July 2020 I forwarded the mail with all the required documents. I called on Friday to find out how far the process was and was told it was with Forensic. I decide to follow up today 03rd of August 2020 and spoke to a consultant who at first said that I had not sent all the documents. I told him I have the mail I sent and there is no way that is possible he kept me on hold for over 10 minutes and comes back to tell me that my mail was only attended to on Friday the 31st of July. To make matters worse it was not done correctly and I have to wait a further 7 working days now.