FICA obtained and never submitted

A Platinum Credit card was delivered to me by a courier of Discovery. He requested all my original documentation which was scanned in including certified copies taken from me. Received information today that the card has been closed due to FICA never being presented. I am deeply concerned. These documents were obtained and scanned in front of me including certified copies taken from me and never submitted. I contacted the call center and no records was provided by the courier. When these documents were obtained by a representative of Discovery why were they not submitted. How can i be guaranteed that no ***** will be committed. I need feedback an investigation lodged in respect of the documents scanned by the representative and documents provided in hard copy has been submitted.