Shocking service at Metropolitan

I have a retirement annuity that I need to surrender at Metropolitan. I got the full surrender form, completed it and sent it to the email address: ***. They came back saying the policy number that I wrote on the form is incorrect. I responded saying I never received any policy documents and therefore do not know what the policy number is. There was silence from their side.

I then waited for another week, completed the form again this time without the policy number citing that I did not have it. I attached the supporting documents. It has been over 2 weeks since I started this process and metropolitan has been silent about this matter. All I want now is my money back. I will appreciate that from them.