Partial Surrender Application Disappointment

Bad service. I am actually thinking of cancelling my policies with them. Old Mutual has better service. I have the same policies with Old Mutual and they provide exceptional service when it comes to surrendering one's own policy. Metropolitan seems to be beating around the bush instead of just treating me properly as a customer. I wanted to partially surrender my policy last week on Friday (18 May 2018), sent all the required documents on Tuesday(22 May 2018). Thought that everything was sorted. I actually had to make a follow-up today (25 May 2018), only to be told by the agent that they have not received any communication from me regarding that. Sent them again after that call and made a follow up 2 hours later, called again only to be told by another agent that they will only get the email the next day. Which didn't make sense . But surprisingly Metropolitan is still using 1990 technology. Even worse is the fact that the first agent I spoke with in the morning said that He could not find any of the communication I sent on Tuesday (Mind you... I got an auto-reply from Metropolitan on Tuesday). The second one told me the documents were there but the ID was not clear.

I have actually dealt with Metropolitan in the past, and they provided me exceptional service. I was more than impressed. But somehow things have gotten to a point where I feel like I am dealing with a non-reputable company. I'm thinking of just termination any policies I have with them and moving on. This can not be acceptable behaviour from a company I hold in such a high regard.