Metropolitan Mismanagement of Documents

I am very much displeased with the way Metropolitan had been handling my mother and father's Retirement Annuity.

It's been 10 months officially since my father's passing and since then my mother was told to bring documents in order for her to gain access to the funds to support the family but all they've done is misplace my mother's documents in another file. This is extremely professional and annoying given how difficult it is to support the family after the passing of a Breadwinner.