surrend of a polocy

on the 09/11/2015 i submittted my documents to surrendered the polocy, however i filled it wrong trhat was my mistake fine, i redid again and a week later i call the call centre to haer whats the story around it and i find out that appearetly they didnt receivisede my documents fine i then decided to forword it again this time a lady helped me by the name of Nombulelo Masheke she gave me her personal email i then forwaded the documents, she told me that the turn around will be around 48hours i call in this monrning a lady by the name Margo Motlatso, she tells that they will do it by the 26th however my documents are not right they might return it, now my concern is i was dealling with Nombulelo but she never said anything about it.. so my proof of resident is old they i tell her to use my statement course it can be regarded as proof of resident! she gave me long a story bolttom line is i was never told when the recieved my documents and that i dont own an account where i receive documents... I JUST WANT MY MONEY ITS BEEN A MONTH ALREADY DEALLING WITH THIS ISSUE.