Metropolitan poor service

Last week Tuesday I submitted all the relevant documents to help me with a partial withdraw on my investment policy till this day I have not received a cent on my account nor have they tried to contact me . It has been a week already and I was promised that I will have my money within 48 hours. I am very disappointed with this financial institution as it suppose to be the one rendering good services to its clients when it comes to their finances but seems like doing the worst.