Insufficient service

I submitted my father's claim 3 weeks back for a provident fund and we were asked to put a claim inside the box by reception where the was a security only in braamfontein but till today they didn't process it, as they can't find my father's details. Am so disappointed the way they treat their customer and if they didn't understand the claim why they did call and advise because it's clear now that they throw it away as the don't hv details, now all I want is them to bring back that envelop so that we can take it back to the lawyers.