No payment on Partial Surrender of policy - Metropolitan

I have never been so disappointed in a service like I am with Metropolitan. I want to do a partial surrender on my funds. I completed all the forms and send them the necessary supporting documentation on Monday, 29 June 2020. I was told by the consultant that it will take 48 hours for the money to reflect in my bank account. Every day I have been making a follow up and I've been told the my request has been processed and is awaiting authorization. After 96 hours since my request called again and once again the same story. Since they are working from home I apparently can't speak to a supervisor. A few minutes later I got a SMS indicating that my bank statements are outstanding and that I must email it to them in order to complete my request. I called them again asking for an explanation because I never had to attach my bank statements before, so why now. Then I was told that it is to confirm in which bank account they must pay the money into. This is totally unacceptable because since day 1 I confirmed that the money must be paid into the same account that my debit order is coming from and not one of the 5 consultants I spoke to over the last 96 hours every mentioned that it is still outstanding. I also confirmed with each one of them that the money must be paid into the same account. So here I am, still no payment made into my account and furious because I needed that money very urgently. And to make it worse, it's my own money, it's not a loan. But since Covid 19 people are just not willing to do their work properly and to help people in need. So very disappointed and angry.