Mediocre connection

My wife came in on the 9th of August for a contract. After getting all the paperwork sorted we get loaded with excuses of the system being down to slow and the public holiday with people leaving early. So we were promissed that they will process it and phone us. Came back on Saturday after we haven't been contacted yet and another lady tried to assist us. We were told that she can't find any of our paperwork or anything that relately points to our application.