Took a Policy of Birla Sun Life from Citi and haven’t received Policy doc of my hard earned money investment.

Location/place: Pune

Name of company/service: Citi Bank/ Birla Sun Life

I am Neeraj Shriwas, I took Birla Policy from Citi bank in fen 2011.I have intimated Citi bank that my corresponding address have been changed so I approached my CRM of citi Mr Harshvardhan and He told me to send him a mail and I did same. My salary account of previous company was Citi and I switched my company but continued my salary account with Citi, Why didn’t they updated my company address even I was availed my salary from different company? If I have sent mail to Citi then Why did they deliver doc in my old company address? I was followed up them almost every month or two but they didn’t give me any response. When I escalated this to higher level then same CRM Harshvardhan came to me and took a written complaint, still no resolution was done. Constantly I followed up for my Rs 35,800 amount of hard earned money and fortunately Mr Natrajan came into matter and resolved that issue and told me that Birla will provide my Doc with out indemnity bond. but still they didn’t follow up.Its quite un-believable that I took policy in Feb 2012 and haven’t received doc yet. In between if some kind of misshapen tragedy could be done with me then certainly my family suffered and Birla/Citi don’t even try to involve in this matter. Now Please suggest me what kind of resolution should I get from Citi and Birla. They usually call me when they get a reminder that they didn’t receive payment of my policy renewal.I have a long mail chain with every written response from my and their side.Hope I will get the resolution of this matter. In between if something goes wrong with me then Citi and Birla will be the responsible for that.