Unprofessional Consultant

I got retrenched and used our broker to assist with a transfer to personal capacity in medical aid: Change in Discovery Medical Aid -WRefNo#***#- -MailRef#***# Regina Sello | Health Onsite Consultant | Healthcare Advisory Services

Only to find out today the company Consultant Regina as per Discovery did not complete and submit everything for the change to occur. I however have a confirmation email from Regina it was done!! How unprofessional