Non-payment of matured investment policy

I am livid and I am disgruntled due to the fact that an investment policy, which matured on 01 July 2025, has not been paid out.

At approximately 13h00 on 01 July 2025, I called and enquired why the policy has not been paid into my account. I was informed that they didn't know what the cause was. No contact or update was received thereafter.

I visited the Metropolitan Westgate branch this morning, 08h55 on 02 July 2025, where one of the consultants assisted me and told me that there was a technical issue. I informed the consultant that I would not be leaving the Metropolitan office today without my money.

The consultant informed me that there is a back and forth between her and head office.

This is a gross violation, pathetic and unacceptable customer service and an abomination to humanity.

My niece's medical bills, which was due on 01 July 2025, is dependant on this investment policy.

What steps can be taken so that no other human being experiences this trauma?

I intend not to ever have any future dealings with Metropolitan.