Bad service when they can't keep to there promises as advertised

 Good Afternoon Ms Lizelle,  Trust this message finds you well.  We would like to thank you for giving us the opportunity to assist with your documents submission.  Kindly be advised on below:  

1. We have not outsourced services and confirm to have submitted the necessary documents as per your request to the Government entity of submission, the Department of International Relations Operations which operates as a government entity. Once documents are submitted to DIRCO, we lack control over the process.
2. Please note that the amount mentioned in the review is incorrect and additional services rendered.
3. Additionally, time frames were communicated prior to payment and inception of services. 

 Rest assured, we are adhering to the timeframe communicated to our clients upon their request for our services and the matter has been treated as urgency and was escalated to senior management upon your request.  Kindly await a status update at earliest.