Metropolitan selling false dreams

Metropolitan consultant calls me and informs me that I qualify for a partial surrender on my Metropolitan investment. They email the relevant form and list the required documents to submit. I did all of that and this is the second week that I am being given a run around. Having emailed and re-emailed the same documents about three times, I was then asked to submit a certified copy of my late husband, who by the way passed away in 2002 and has got nothing to do with my investment. As a cherry on top, yesterday I received an SMS to say that my case has been closed due to non submission of documents. What the heck?????