Non-existent Customer Service from Metropolitan Life

I have had a funeral policy with Metropolitan Life since 1998. I recently reviewed the policy and realised that it was not adequate. I wanted to upgrade this policy. Have been trying to do this since the 18th of March 2022. Sent several emails to ***, tried whatsapp, spoke to the call centre and phoned different branches - but none of these have been able to verify that my policy is still in existence (despite the amount going off my account via debit order monthly). I have even emailed a copy of the actual policy certificate. It seems customer care is not part of Metropolitan Life culture - as long as they collect their money (for the last 23 years) they don't care about the customer.

I don't think I have any alternative but to stop the debit order and find a company that will actually be willing to interact with their customer. I will not recommend this company to anyone. Be very wary when dealing with this company. If I am having such trouble trying to upgrade a policy, can you imagine trying to claim once you need to????