Managing clients expectations

I submitted a request for a withdrawal on my tax free savings on the 27th of May and their turn around time to process my request takes about 7 to 9 days.To date I'm still waiting, called numerous times and all I could hear was stories.My concern is not the SLA but all about managing a client's expectations.Given the tough economic challenges currently I don't think you guys are really a friend in uncertain times....does this ring a bell..I will never advise any of my friends, acquaintances or strangers for that matter to invest or take up any of your products because your service sucks!