Bad service not keeping to the promise

I did a disinvestment online and their stated lead time is 5-7 they dont even info you, what information they require to process the request and only on day 8 the send me a sms requesting additional information. They are going to take another 8 days to complete my application, which mean they are misleading clients about 5-7 working days as they actually to up to 16 days. What pathetic service.