Bad Customer service at the branch

I would like express my disappointment by the service I received from Wandile from the Avbob Durban Life Insurance branch. I went to submit my surrender documents on the 29th of October and till today I have not received the money. I went to the branch today on the 11th of November and he told me he has sent the email to the person who is working on the case. When I call the call center I am told there is no claim that was submitted by the branch yet he told me the claim was submitted. Wandile seemed not to care that I need the money as I asked him if this will be rectified by Friday and his answer was "we will see". I would like to complement Shaun Nyoni from the call centre who did his best to ensure I am assisted, he called the branch and requested the documents and processed my surrender. Avbob needs more staff like Shaun.