Metropolitan Extremly bad service

Firstly, I would not recoment anybody to deal with this company. My mother had a policy with them, where she had a lump sum invested. The so called "Financial Advisor" I feel gave her bad advice to bennitfit themself. My mother wanted to cancel the policy and get the funds back, and was told she could only do it after 6 months. fine, she waited 6 months. Trying to get it cancelled and get the money back has so far been a nightmare. This "Financial Advisor" does not answer when my mother phones and blocked her on communicating on Whatsapp. She has been calling the call centre, every time she was told she would be phoned back. every single time nobody from Metropolitan phoned her back. eventially on Monday, 13th September she got a call back, the agent assisted her and told her the money would be paid in 48 hours. 3 days later, after having to call the call centre again, on Thursday, 16th of september, was told it was only processed that day, and would be another 48hours before it is paid out. behold, its monday, 20th of September, having to phone the call centre again. This time she was told that it will take 4 to 5 days for the finds to be paid out. Now i would like to know if time frames work diffrently at Metropolitan? How is my mother going to be compesated for all the airtime and time, wasted to call Metropolitan and you guys can get nothing done? I am taking steps to report Metropolitan and this so called "Financial Advisor" to the ombudsman first thing in the morning.