Trafalgar in possible contravention of policy

I am disappointed with the level of service from Trafalgar who manage the complex that I own. They claim to have a moving out process and a form for tenants which requires certain inputs like the move out date and the owners signature. My tenant wanted to move out in December 2020 and needed the form signed. Because I knew that the tenant owed me rent, I did not agree to submit a completed and signed form. I sent an email to Trafalgar stating that the tenant was to move out mid Jan 2021, allowing me a few weeks to claim the rent. Trafalgar completely ignored this instruction - specifically the move out date. Despite not having a signed moving out form for December, Trafalgar allowed the tenant to move out of the complex without even checking with me first. I sent an email addressing this with Trafalgar, requesting for the manager to call me to discuss the matter and I received a snotty email from the recipient that she is the manager. She hasn’t bothered to call me yet and it’s been two weeks. When I queried why she didn’t call me back, she said that they don’t get involved in outstanding rental. I was surprised how she made that assumption. Till now, I am still waiting to discuss the moving out process and how the tenant was allowed to move out in December without my permission. This is in possible contravention of policies and they really don’t care.