Lost critical documents

The 14.3.2015 my wife and i went to the Gems walk in centre in Cape Town and completed the application form and handed it in with proof of address, identity do6cuments, copies payslips, 3 months bank statement we were assisted by Siraaj Jacoubs and the documents was checked by his manager who advised that we will received all doc in the post and via email as confirmation.On the 27.3.2015 my wife called to the call centre and spoke to David Ngkofie,1.4.2015 Mpho,ref ***) ,13.4.2015 Bantu, Clement and Noluthando,18.04.2015 Thalita Arendse who all gave conflicting info 1 said doc received the other no docs received the other said docs being processed and she emailed a complaint to the complaints team on the 28.3.2015 who responded that they cannot link my complaint therefore they cannot assist her.Then she spoke to a supervisor Phumeza mfengu then a manager Mpho Mdeshu who confirmed the docs is lost and i have to resend it. So all im going to say is ombudsman(breach in the Protection of Personal Information Act No. 4) You have 2 days to sort out and compensate her for the air time, effort, personal time and medical bills to sort out this mess.2 month and 13 days & stil nothing