No transparency on payment from Metropolitan Life

I had a policy with them which matured and an amount was paid into my account. No reply to email letters where I requested a break down of the amount and how it was calculated. I also phoned and requested a detailed report regarding the breakdown. I was promised a call back and a report. It was more than a month ago. This was a policy paid over more than 20 years. Surely I am entitled to receive a reply. There is no transparency which makes me wonder if the correct amount was paid.