Bad service

From September I was sending my documents they said on the 25 September I must come on the 12 November when I was going back to them they said my docoments are lost but they send Emails to my company then they told me to come back o the 20 November when I went back to them they gave me form to put my details and they told me that I will my money Monday or Tuesday then today not yet pls guys I need help