bad atitude, bad service not helping Client

I'm now at a point of disgust, your staff member have all the financials of needed paperwork for application of tax clearance yet after not hearing from him ( Wasfie Semaar ) who works in the dept collections department . He sad he was gona give the application to his team leader . My client went to sars capetown today and they telling him they haven't received any infomation or financials from the Client.. So what is wasfie semaar then doing with our financials??? Did he even try to help and how? All he had was a bad attitude and service like someone for is a director of Sars. I will not mention client name for protection reasons. My client is now still awaiting help from SARS.