Employee removes I'd doc from application

I stood in a long queue early October at the Athlone office in cape Town to apply for maternity benefits. When I reached the front the official went through my documents and returned my certified copy of my ID. Which is obviously a very Important document. She then put my papers in a box without me receiving proof of submitting any documents. I call the Athlone number every day nobody sy answers. When I call the call Centre they advise that I should stand in the queue once again. I've had 2 operations. And I have a 2 month old baby, its covid how do they expect me to stand in the queue for a fault that lies with their staff. I had all my documents in order but she removes my main document. Now what do I do?