Poor service

I am very disappointed with Metropolitan. I have an investment with that was going to mature in 6v5 years time. I decide to surrender it. I called in. A male answered the call and told him story. He said he's going to email me some documents and I must fill them and then send copy of my ID also. I did that. I decided that let me send my wife's things also. Cause maybe they might need them. I did. To day I get a massage saying that "Metropolitan: 416*****4. To process surrender, we require fully completed surrender form(spouse signature and id number and politically exposed person) and clear id copies to be emailed ***. For queries: ***. Together We Can!. Bared in mind I am the one who took the initiative to send my spouse documents. They didn't tell me. Now they are telling me that I must send clear copy and she must sign. Why didn't they ask her to sign when opening the investment policy. First thing tomorrow I'll be in Mthatha Branch. They better give me my money Back.