Service is getting bad

Use to be great service but of late I have been let down several times. It's now the 8th of the new month, the tenant informed me that the made the rental payment end of the previous month. When I followed up last week Friday (5th)I was told the lady who is responsible for releasing the payments is "Out" and will call me when she gets back. Today (8th) I followed up again and was told the same thing.