Punjab National Bank [PNB] — poor service in metlife insurance

Address:

Jind, Haryana, 126112

My mother purachased a policy from pnb bank safidon branch which no. Is 20812925 on name of mrs. Sushila devi. She requested safidon branch to cancel the policy and pay the current value amount. Pnb safidon authorities give no. Of surender belong to kurukshetra metlife office. Mr. Surender gave contact of ms. Dimpy in jind city. After putting documents around one month, she processed her documents. My mother received a call for verification. Later we informed that payment cant be done to banks other than pnb. We are advised to visit to karnal office. If metlife can sell policy in safidon branch, why a lady should force to visit offices in other cities. Share market is performing better, policy fund value is high, thats why they are ignoring our request. Please look in the matter sir.
Thanks