NO FOLLOWING UP WITH CLIENTS

I visited the above mentioned branch on the 11/03/2015 at 14:30 to cancel a policy.Funds was promised to me made out to me 5-7 working days there after.Today on the 23/03/2015 i called client services regarding my funds and the consultant says that there is no funds that is waiting because the agent did missed two forms that i also had to sign that day.I called the branch today the agent does not apologise and tells me she did her part and that it is not her fault and blames it on the system being no more than 6 months old.Irrespective of the amount of money it is i was in an emergency and needed it on a certain date and yet nobody contacted me to tell me the status of my request or that i needed to come back in to sign more documents.I am highly upset and dissapointed