Bad service

i app**** for my duplicate car registration certificate with absa 2 months ago and when i called to check the status of my application i was told that the cas number on my application form didnt correspond with the one on their system, the lady who was assisting me checked and verified that the numbers were correct and corresponded. If that was the case why was i not contacted so i could rectify it, which i didnt have to because there was nothing wrong, somebody needs to take their job serious and attend to clients queries, its nonsense