Lacking customer service.

I have been a client of Direct axis before and i was previously very happy, however this time has been an absolute nightmare!!!! I have app**** for a new loan and sent through the required documents numerous times, I get an automated response saying my documents have been received, but every time I call to follow up on the status of the application, no one can find any of my emails or attachments/ documents. I have been struggling for over 2 weeks now. NOT happy.