Terrible service from Metropolitan

I have made a request for a partial surrender on one of my policies. The turn around time is 48 hours after you've submitted all the documentation. It's been one week since I've submitted my documents and no response from them. I've made several enquiries and every time I hear a different story. I requested to speak to a supervisor but to no avail. The supervisor was supposed to call me back but I'm still waiting. This is not the first time that this has happened. Something so simple has become a nightmare and that to get your own money back. I don't recommend them to anyone.