Trying to surrender a paid-up endowment policy. When I initially emailed the documentation to them I got no feedback. Follow-up email to consultant (Lindelwa) was returned as undeliverable. Was eventually told to email everything to their 'info' email address, this was done on 18/11/20136. Again no feedback, although I explicitly requested at least an acknowledgement of receipt. When I checked on progress I was told it takes 7-10 working days, so I waited. I called yesterday only to be told that the policy value cannot be paid out, as the policy is in my husband's name and the bank account in mine. They supposedly sent an sms to my husband on the 23rd, which did not arrive. They obviously have not heard of correspondence via email. Metropolitan was happy to deduct the premiums out of my account, but can't pay out into it. I then spoke to Motlatsi Ngutshana (Manager) who agreed that if FNB confirmed that my husband has full signing rights on the account, he'll let me know if that is acceptable. They still got the email yesterday (FNB service is brilliant!!!) and I saw a read receipt from him. Despite repeated emails today, absolutely no response. Phoning is useless too!!
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