MISPLACED PRESERVATION FUND DETAILS

I made an enquiry weeks ago to make a withdrawal from my fund. Individuals are entitled to two withdrawals on a Preservation fund providing one is done on inception. I am entitled to a withdrawal and have now been back and forth for weeks trying to get an answer only to be told that ABSA HAS LOST MY FUND DETAILS... I am absolutely beside myself. We invest with these people for financial security... HOW MUCH SECURITY DO WE ACTUALLY HAVE IF THEY LOSE OUR INFORMATION...My fund was also handed over to SANLAM to manage which just creates a bigger nightmare