lack of customer service from Shameera Nizam

I would like to log a formal complaint against Shameera for the following reasons: Since I processed a claim for my vehicle I was advised by the call center that she would be in contact with providing progress on my claim, which never happened; The 1st communication from her was yesterday with numerous emails on how I should collect my car and pay over access; When I explained to her that I had requested an update from the penal beaters before repairs were done, she advised that STD bank insurance has a right to authorise repairs on my car (which is *******); When I requested for an extension on my car rental, the agent advised that I would be required to return the rental car once I was happy that my car was repaired correctly/ to my satisfaction; I received an email from Shameera today contradicting the information I received from the call center and instructing me to return the rental; I have not inspected my car and have issues with your preferred supplier, furthermore I am entitled to a car rental for 30 days; Avis sent a text advising the I should return the rental today at Shameera's instruction; The above behavior is highly unappreciated and demonstrates a lack of customer service. I expect a resolution to my complaint and my full entitlement to the rental vehicle for the reminder of the 30 day.