Musafir — visa for malaysia and singapore for 3 people

I have been making calls and writing emails everyday, since the day i made the payment. No one seems to be bothered about my panic. My travel date is 15th april and i need the visa before 10th of april. Still the documents have not been picked up and the process has not started. Please listen to call recording of yesterday's call made by me. I tried to explain my panic, but the agent and her manager seemed not so bothered.