Just refuse to help

I contacted cashbuild 2 weeks ago regarding documents that I need from them so that I can submit it to SARS but they just said that all my paper work have been send to document warehouse and that they can not get the documents because it cost them money so I just wander if that is how they treat there employees that use to work there how do they treat there employees that is currently working there. If I get penalty at sars for not submitting I will held cashbuild responsible for that