2 years and was told now all papers are lost

I, PS Wiehe app**** for MIBF surplus and send all my documents in April 2014 . The last year and a half was told each month to phone the next month. It is now two years - I was told this morning that all my papers and application was lost. I need to start all over again. How is this possible. Last month I was told they are just waiting for the final amount and I must phone back in January. I need to know can I take this matter to the ombudsman. I have over the past 2 years phone & emailed 24-28 times.<br>