Business ProfileforEquitable

On 07-01-2024 I submitted a life insurance disbursement form to Equitable to surrender my life policy and receive a cash value payment. The form was processed promptly and I received a check for the cash value. On July 10th I received a secure email and letter attachment from the Equitable ************** (***********************) with the gross cash value, taxable gain, and indicating the total dividends paid on the policy exceeded the total premiums paid so there is no cost basis remaining in the policy. I was surprised that the amount of the cash value of the policy was about the same as what I estimated the total premiums paid should be. I was wondering how the total dividends paid could have been twice the amount of the total premiums paid (cost basis). So on July 12th I sent a secure email back to the Equitable ************** (***********************) asking what was used as the cost basis amount but did not receive any response from *************. On July 19th I received a letter from the Equitable ************** (*********************) with essentially the same information as the letter of July 10th from ***********************. On July 30th I sent another secure email to the Equitable ************** (*********************) requesting more detailed information on how the amounts in the letters of July 10th and 19th were determined and calculated. However, I did not receive any response from ******************. On August 15th I called the ************** and spoke with ****************. I indicated that I was disappointed that Equitable staff were not responding to my requests for information and that I would file a complaint if my issue was not resolved. I was assigned Case ID #********* and I forwarded the secure message that had been sent to ********************* on July 30th to the Customer ************** secure email address. I received a reply from the Customer ************** on August 15th indicating to allow 14 business days for processing but again I have not received any response to my requested information.