bad handling of documents

I have app**** for PrDp at the department and i got a message saying i must come collect my card. When i went to collect they told me that my file containing my license couldn't be found and that was on the 21st of February. Till today they say the cant find my file. Where i work i need a PrDP and now i have been placed on leave to sort the matter out. This is bad handling because the department says the system shows that they received my file on the 6th of February.