Not happy with poor service I received

I can't say I am happy about the poor service I received from metropolitan, I submitted a claim to partial withdraw from my future builder savings plan, after submitting all the documents they said they needed they told me that I will receive an sms confirmation of my claim,I even sent an email to enquire as to why I still haven't gotten any feedback, I am really disappointed with metropolitan, when I get time I want to go and cancel this policy, what's the point of paying 1100 every month but when you need help with your own money which they promised that you can withdraw from when you need it and when you need it you get this bad service.