Really Bad Service

My husband submitted his paperwork on 5 Dec 2017. Today 11 Jan 2018, he phoned for an update on the progress of his application. They said that the paperwork is still on the agent's table that he spoke to the day he handed in his paperwork. THIS IS DISGUSTING. How do people work like that. You are supposed to render a service to your customer, and this is how you treat them!!! Clearly you are only there to take home YOUR salary, you don't care if your customers get satisfied service.