Allay Gray's (South Africa) incompetence

I am utterly disgusted by the service I have received from Allan Gray today. This has displayed sheer incompetence. This is my story. I have an investment product with Allan Gray which I wanted to access, needless to say that I didn't just wake up and decide to access the funds, there were reasons, very serious reasons which are unfortunately time based. So I contacted Allay Gray's consultants, asking what I needed to do in order to access the funds. I was given guidance on this. I was given the forms that I needed to complete and told to that I needed to wait for five working days following submitting the completed forms for the funds to be in my account. This I was told last week Thursday, the 3rd of May 2018. I comp**** and submitted the forms and waited patiently. Today, being the due date, I decided to contact them to follow up after I noticed that nothing was coming through my account. To my shock, I was told that my claim hadn't been processed. basically, the consultant forgot process it. My claim was only processed following my call today. Had I not followed up, I was going to wait forever. I spoke to the line manager who was also of no help, telling me that there was nothing that could be done and that she is "sorry"! I REFUSE to accept this kind of ignorance and utter incompetence, how does one "just forget" to do a job? how can that be taken as a valid reason with no consequences at all? why must I be made to wait further for an error that was not mine? This is a disappointment, especially from a reputable entity like Allay Gray. Needless to say I will never advice anyone to use them and be as inconvenienced as I was.