Bad communication

Today on the 5th of May 2021, I called Absa about my Natis documents and I was told that the documents where sent to Absa Primrose but the branch never called me to collect my documents and now the documents I lost. The agent at the call center she said I will be liable to to +R300 to get copies again but its the banks fault because they lost my documents. All I want is to get my Natis documents for my car and do change of ownership since I have paid it off and the bank must ensure that I get my documents as they have lost those documents.