Metropolitan = ***** and they don’t care!!!

So I get a debit order deducted by Metropolitan from my personal bank account which I did not recognise & I kindly call them to ask them what it’s for and they tell me it’s a funeral policy I opened. Shocked as I was I stayed calm & asked them when and where did I open it and the lady couldn’t tell me where I opened it but could only give me a date when it was opened. I asked for proof that I in fact opened this policy & I was told to bring a million documents before I get any documentation with my details from them. Now I must run up & down getting all these documents before anything is done by them. Keep in mind that I must acquire all these documents that they want using my own precious time and money. Metropolitan is the ABSOLUTE WORST!!!!!!!!!!! Imagine such ***** from one of THEIR consultants inconveniencing my life like this. I must jump through so many hoops to get answers.