Bad Service Herenika and manager Kavi

I have had really bad experience with Herenika and Kavi. Both poor customer service from the subordinate and the manager. I sent my forms for the ceding of my policy for a certain reason and Herenika said I should mail her my documents of which I did, and she explicitly said that once she receives them the cession will take place. To date Herenika has not done what she said she will do and gave an excuse that she was on leave and only came back today, however what was weird about it was that on Friday the 18th she was at work - YOU SEE LIES!! Fast forward to today I asked to speak to her manager Kavi and Kavi said that he will take the matter on and will come back to me with a resolution within 10min, mind you this conversation happened at 10:00 am this morning, i have even lost of how many 10minutes has passed waiting for a resolution from him it is 18:32 as I am writing this complaint. Now if the management cant abide and keep their word what about the likes of Herenikas? This absolutely appalling and sickening services and now expect that Kavi or Kavis manager resolve this