No feedback and further delay for my claim

3 weeks ago, I was informed by Metropolitan life that I have a VO retirement withdrawal benefit that is due to be claimed from late husband's estate. Documents were requested which I supp**** timeously. On the 4th of February 2025 I spoke to a consultant at the Southgate branch named Cecilia who requested additional documents to the ones I had initially submitted upon request. She later then requested additional documentation in order to process the claim however she did not clarify which documents I should request from the bank which left me confused. Cecilia promised to get back to me by the 7th of February 2025 but I have not heard back from her to date.

I am concerned about this because, I was not informed about this claim and it has been15 years since my husband's passing, why did it take so long? Even after all that there is further delay, and I have still not received feedback to date. This has broken my trust with Metropolitan Life. Can someone please assist.