My Request Redirected to the Wrong Policy

My mom has had policies with Metropolitan for over 20 years, and when I started working, I decided to choose them for my policies as well, given my mom always spoke highly of them. Recently, I sent them an email clearly stating my details, including my ID number, requesting a change in my investment policy. The request explicitly mentioned the change should be made to my investment policy, as I have multiple policies with them. Shockingly, they took that request and app**** it to my mom's Retirement Annuity 😳. My mom noticed the debit was no longer coming off her account for her Retirement Annuity. After calling them more than 5 times, it came to light that they mistakenly app**** a request I sent them about my investment policy to my mom's Retirement Annuity.

Since then, I've called them about 6 times, and they put me on hold until it eventually cuts. I've sent emails with no replies. How could they mix up my policies with my mom's policies?! I am incredibly disappointed. They are not giving it the attention it deserves, and my mom is super frustrated. If they decide to fix this, I hope they won't expect my mom to back-pay for the months they haven't debited, and I hope they compensate for the months they didn't debit so that her policy payout is not affected. She is incredibly stressed, and I regret joining Metropolitan as it now impacts her policies. I'm baffled at how they can make such a mistake with policies belonging to two different people. I've decided to move my policies elsewhere.