Metropolitan Life - NO CUSTOMER CARE AT ALL

I called the Metropolitan Life call centre on ***this morning to update debit order banking details for my funeral policy. After waiting for more than 10 minutes to just get through to speak to an actual person and having gone through all the security checks and verification, the phone just went silent! This was after I was also put on hold with no explanation! I waited hoping that the consultant I spoke to will actually call me back to finish the call as having to go through that process of holding would be too much, but no, there is no customer care at all. Is it so difficult to call back a paying customer whose profile you had opened ? SO DISAPPOINTED !!!!