I have app**** for a loan

Good day. I have app**** for a loan at Bruma Finance. My contact person was Celiwe. She ask for bank statements, copy of ID, payslip and proof address. I emailed everything to her. She said she did not get it. I faxed everything again to her yesterday. She still did not receive it and it cost me R 38. How can her email and fax not getting any of my papers. I have contact her today and she insist that I must fax it again. I am very disappointed in her response.