Lost customers statements

My mother in law app**** for a Bradlows account over a week ago and was approved for R30 000 which she chose things and signed the contract after she stated that she can only give bank statements the end of July as she's only been employed for a month and they said it's fine then she got the month statments and took it to Bradlows Brits and they said everything is in order they sent someone out to the work / home premises yesterday to verify which they did and everything was finalised and they said we could expect delivery today, now they said they can't deliver because they can't find the statements which they have misplaced, that is utter nonsense and their mistake not ours, my mother in law wants delive